RDI Corporation is a world class outsourcer providing call center, market research, administrative, IT and creative services to a broad mix of companies, including Fortune 500 partners. At RDI, we believe in #winningsmart by providing customized, yet highly strategic solutions. We believe in teamwork, which is why our family of companies is a mix of cognizant, strategic, resilient, and passionate individuals, each with a unique skill set that contributes to the end goal: Winning.

So, we need you to win. Do you have a passion for helping people? Do you know the value of outstanding customer service? Are you looking for an employer that offers stable employment, promotes from within, and provides a competitive benefit package, not to mention other outstanding incentives (cash bonuses, company contests and giveaways, and SO much more!)?

Currently, we are seeking a Call Center Quality Assurance Analyst to join the team. This position would be working on-site Blue Ash, OH. As a Call Center Quality Assurance Analyst, you will be responsible for auditing and identifying various Customer Service, Sales, and Compliance related issues and ensuring follow-up is provided. The Call Center Quality Assurance Analyst will also be responsible for facilitating calibration/group sessions with internal and external team members. The Call Center Quality Assurance Analyst is responsible for identifying areas of opportunity for improvement by analyzing data that is generated through the call auditing process. You will also be responsible for creating an auditing plan to help improve the overall program(s) you are assigned to.

Here’s what you’ll do as a Call Center Quality Assurance Analyst:

• Analyzes/audits customer service, sales, compliance, emails, and chats to identify areas of opportunity that did not meet pre-established performance standards within the organization
• Provides structured and timely feedback using the Quality Assurance Portal to Program
• Develops and conducts targeted group coaching sessions for analysts to address Service Quality deficiencies and/or improvement opportunities
• Creates custom auditing plans for agents using reporting data within the QA Portal
• Uses program expertise to assess existing practices and procedures for process improvement opportunities with Program Leadership Team
• Uses Quality Assurance tools to gather data and analyze trends or patterns affecting quality
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience

What you already have to be an awesome Call Center Quality Assurance Analyst:

• 1 to 3 years’ experience in customer service and/or business process/technology support required
• 1 to 3 years’ experience in a Quality Assurance role; call center/customer service environment preferred
• Excellent written, verbal, analytical and communication skills required
• Experience in coaching and training individuals or groups required
• Adept at networking and building relationships with all levels of management and staff
• Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group
• Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time

What’s in it for you? Perks. Lots of them.

• Everyone needs a break. Earn up to two weeks of vacation!
• We got you covered: Health, Dental, and Vision insurance for all full time employees.
• ELL Well Culture. Earn Well. Learn Well. Live Well. Dream Well.
• Growth Opportunities. Our goal is to give you opportunities to grow and advance through RDI. We want you to be our next manager. We will train you in proper skills, communication skills, and help you learn to give customers the best experience in the industry.
• RDI Give Back Program supporting 20 charities through volunteer efforts and donations
• Working for an organization who has been recognized as American Heart Association Workplace Health Silver Level Award (2020), Adopt A Class New Adopter Award (2020), OH Best Places to Work (2019), Globe Award – Customer Service Department of the Year (2019), Big Brothers Big Sisters of Greater Cincinnati Community Partner Award (2019), American Heart Association Workplace Health Gold Level Award (2019), Business of the Year (2018); Spirit of the ADA Award (2017), and many more!
• Fitness Club. ELLWell Lounges. Weekly and Monthly ELLWell Events and Celebrations (National Donut Day, anyone?)

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Compensation package:

• Hourly pay
• Overtime pay

Experience level:

• 1 year

Schedule:

• 8 hour shift

Experience:

• Call Center Quality Assurance: 1 year (Required)
• Call center: 1 year (Required)

Ability to Commute:

• Blue Ash, OH (Required)

Ability to Relocate:

• Blue Ash, OH: Relocate before starting work (Required)

Work Location: In person