Call Center Quality Assurance Analyst

🕒 Junho 10

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🔧 Engenheiro de QA (Qualidade de Software)

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Aspira

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

☁️ SaaS

🤝 B2B

🏛️ Governo

SaaS • B2B • Government

A Aspira é a maior fornecedora de software de recreação ao ar livre na América do Norte, oferecendo soluções em nuvem para reservas, permissões, emissão de ingressos, processamento de pagamentos e soluções administrativas para parques estaduais e provinciais, agências de vida selvagem, campings municipais e privados, e clientes de campistas/RV. Há mais de 40 anos, fornece reservas de campings e hospedagem, atendimento a uso diário e estacionamento, registro de eventos, central de atendimento e emissão de licenças, ponto de venda e aquisição de hardware, soluções de marketing, relatórios e processamento de pagamentos/reembolsos para ajudar gestores de terras públicas e privadas a operar e monetizar a recreação ao ar livre.

Descrição

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards. • Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance. • Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing. • Conduct audits of call center interactions to uncover coaching and development opportunities. • Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence. • Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply. • Ensure compliance with company and client standards and partner with leadership to address gaps. • Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team. • Collaborate with operations and training to develop and implement QA strategies and recommend process improvements. • Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions. • Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira. • Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service. • Achieve individual KPIs and support department goals and objectives. • Maintain current knowledge of company and client policies; complete all assigned training in a timely manner. • Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability. • Support the department with additional duties as needed; maintain flexibility around scheduling when required.

🎯 Requisitos

• 3 – 5 years’ call center customer service experience in an inbound and outbound call center with front line service to clients. • 2 – 4 years’ experience within a Quality Assurance call center position evaluating and supporting call quality standards. • Demonstrated track record of efficient professional written and oral communication skills including the ability to provide constructive feedback and coaching to call center agents.

🏖️ Benefícios

• Health insurance • Flexible work arrangements • Professional development opportunities