Job Summary

The Quality Specialist is responsible for assessing the call quality performance of our Sales Agents who deal with existing and potential customers.

The Quality Specialist will monitor inbound and outbound call flows to assess sales agent's demeanor, product knowledge, selling behaviors, and positioning of products to ensure the most successful sales strategies are utilized.

The Quality Specialist will also assist in creating and developing quality driven initiatives as well as making recommendations for improving sales training and sales close rates.

The successful Quality Specialist is highly organized, able to multitask, and capable of reviewing large volumes of calls to draw conclusions based on findings.

Responsibilities

• Monitor calls for quality and provide feedback.
• Monitor to gain insight on customer reaction to promotions, products, and services.
• Monitor for call types and call routing validation.
• Identify missed sales opportunities for training purposes.
• Identify process breaks during agent call flows.
• Monitor to ensure the call integrity of the sales process.
• Assess agent performance behaviors and make recommendations to QA leadership.
• Identify historical trends thru data analysis.
• Design evaluation programs for call audits.

Qualifications

• Call Center or related experience 3-5 years.
• Knowledge of call analytics and data mining a plus.
• Strong communication skills.
• Proficient in Microsoft Office, with heavy emphasis on reporting and creating executive presentations.
• Ability to work within aggressive timelines.
• Project Management skills or certification a plus.
• Commitment to professional and professional growth.

At Optimum, we're fueled by our four core pillars : Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise.

Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership.

Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers.

Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity.

Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services.

These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law.

The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and / or protected classifications under federal and state law.

This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process.

Please review our for further details.

Last updated : 2024-05-06