About us

We are professional, agile and professional.

Our work environment includes:

• Modern office setting
• Food provided
• Modern office setting
• Work-from-home days
• Growth opportunities

Position Summary

We are seeking a QA/QC analyst that aims to provide high quality deliverables to join our team. The primary responsibility of this role is to ensure the quality and accuracy of interactions between call center agents and our clients. This role involves monitoring and providing feedback on call interactions.

Position Details

· Reports to: Program Director

· Location: Hybrid – Ogden, UT.

· Position Type: Full Time

· FLSA Classification: Non-Exempt

· Pay: Hourly

· Shift: Monday – Friday, 9AM – 5PM

· Travel Requirements: Less than 5%

Essential Functions

· Listen to recorded or live calls to assess answering responders performance in handling customer inquiries, providing accurate information, and adhering to company guidelines and protocols

· Ability to handle emergency calls for propane companies and various other businesses

· Conduct detailed evaluations of call interactions based on predetermined criteria, such as call etiquette, accuracy of information provided, and resolution of customer issues

· Provide constructive feedback to call center agents based on quality evaluations, highlighting strengths and areas for improvement

· Collaborate with management and other stakeholders to develop and implement quality improvement initiatives

· Compares the results to predetermined expected ranges, and takes corrective measures to improve operational processes when measurements are found to deviate from standards

· Investigates and diagnoses quality complaints

· Writes, maintains, and distributes quality assurance auditing and manufacturing documentation

· Edit personal call logs made throughout the day for grammar, spelling, or protocol errors.

· Other duties as assigned.

Minimum Job Requirements

· High School Diploma or equivalent

· Intermediate level skill with Microsoft Office products specifically Microsoft Teams

· Must be capable of typing 30 WPM.

· Punctual and dependable with the ability and willingness to work a flexible schedule

· Strong communication skills, both verbal and written, with the ability to provide clear and constructive feedback

· Ability to triage complex situations and effectively transcribe information accurately

· Capable of following a procedure and executing tasks as outlined within a procedure

· Attention to detail and a commitment to accuracy in evaluating call interactions and maintaining quality records

· Proficiency in using call monitoring software

Preferred Job Requirements

· Previous experience in a QA/QC role

· 2-5 years in customer service in a call center environment.

Job Description Disclaimer

This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.

Commitment to Diversity

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type: Full-time

Pay: $25.00 - $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Ogden, UT 84401: Relocate before starting work (Required)

Work Location: Hybrid remote in Ogden, UT 84401