Call Quality Analyst

Position: Call Quality/ Reporting Analyst

Length: 1 year extending contract

Location: Hybrid- Stamford, CT (first 2-3 months on site 5 days a week)

Pay Rate: $35/hr - $45/hr

Must Haves:

• 3-7 years of customer service, call quality, or call center experience
• Experience transcribing and picking up certain key indicators/ information in calls
• Attention to detail
• Good communication & listening skills
• Organized
• Ability to create reports & presentations based off call information – proficiency in using and analyzing large data sets in excel and pivot tables. Ability to summarize findings
• Bachelors Degree

Nice to Have:

• Telecommunication Experience
• Previous experience within a call center

Day-to-Day:

Insight Global is hiring for a Quality Call Analyst for a large, telecommunication company. This person would be joining the Service Transformation Team within the Customer Operations Organization. This call quality Analyst will be joining a team comprised of program managers, business analysts, and other project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" to customers by incorporating the artificial intelligence tool. This call quality analyst will be listening and gathering context from customer calls with agents. This Quality Call Analyst will be listening to see what areas could have been improved in the call to better the customer experience or how they did giving the "next best offer" and analyzing it against other data points gathered for the calls.