5 Jobs in Beach, FL
Gravity IT Resources is Hiring a Call Center Quality Analyst Near Beach, FL
Job Title: Quality Analyst (Call Center)
Location: Juno Beach
Work Authorization: USC/GC Holder
Job Type: 3 month Contract to Hire
Job Overview:
- Perform routine audits of customer support interactions to ensure adherence to quality assurance policies and procedures.
- Documenting quality assurance activities and creating audit reports.
- Communicate quality assurance policies and procedures to support associates.
- Communicate support associate performance to the quality team and make recommendations for improvement.
- Investigate deviations from standards.
Responsibilities:
- Executes call quality evaluations monthly for Company and third-party vendors
- Creates and maintains quality questionnaires for call observation forms
- Plans and hosts quality calibration session with Call Center Supervisory team and third-party vendor representatives to ensure consistency
- Develops and maintains QA reporting for distribution to staff and department management team
- Ensures agent reports are accurate to support agent performance and department goals
- Provides agent coaching that support all customer growth initiatives
- Meets with agents individually and in small groups to train and clarify process questions
- Identifies prevalent trends, presents supporting information with analysis and recommends process improvements to training and management teams
- Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk
- Performs other job-related duties as assigned
Required Qualifications
- High School Grad / GED
- Experience: 3 years
Preferred Qualifications
- Associate's Degree
Job Summary
Contractor
Business Services
$49k-65k (estimate)
06/04/2024
06/28/2024
gravityitresources.com
FORT LAUDERDALE, FL
<25
2015
RICK CONNOLLY
$5M - $10M
Business Services
Related Companies
About Gravity IT Resources
Gravity IT Resources is a talent centric, referral driven and culture focused IT staffing firm. We help our clients find highly skilled, highly engaged IT talent to execute their mission critical projects in application development, IT infrastructure and IT support. Gravity IT Resources wakes up every day with a mission to provide IT talent and our employees with compelling career opportunities and a powerful framework to build a life of significance and purpose. We believe by putting the needs of IT talent first, we can offer IT talent AND our clients real value. Gravity IT Resources provides ...
IT talent: Innovative financial and personal development programs that improve lives, making Gravity IT Resources the employer of choice for top IT talent Opportunities for passive income by referring qualified candidates and assignments Access to multiple assignments with an emphasis on both technical and cultural fit 24/7 access to a dedicated Talent Agent to help achieve career objectives Gravity IT Resources provides clients: Access to a community of growth oriented, highly engaged and positively referred IT talent Shorter search lead times and access to a wider net of better qualified, often passive candidates A true partner with tools to help assess technical AND cultural fit 24/7 access to a dedicated Client Advocate to achieve business objectives We invite you to learn more about our unique approach to IT staffing and hope you join us as an employee, client, referrer or friend. Together, we can make a difference! http://gravityitresources.com/careers/
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The job skills required for Call Center Quality Analyst include Call Center, Calibration, Coaching, Process Improvement, etc. Having related job skills and expertise will give you an advantage when applying to be a Call Center Quality Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Call Center Quality Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Call Center Quality Analyst positions, which can be used as a reference in future career path planning. As a Call Center Quality Analyst, it can be promoted into senior positions as a Contact Center Quality Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Quality Analyst. You can explore the career advancement for a Call Center Quality Analyst below and select your interested title to get hiring information.
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