Quality Assurance Analysts

March 30

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SMDigital USA

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Advertising Agency · Business Consultant · Internet Marketing Service

digital marketing • sem • seo • ecommerce • web design

51 - 200

Description

• Monitor inbound and outbound calls, and email responses • Evaluate customers’ experience • Assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures • Provide feedback to call center team leaders and managers • Score each call from 1 to 5 in different KPIs: communication, approach, resolution correctness, improvement areas, and info collection • Find areas of opportunity for each teammate • Provide feedback in written form to the client in real-time • Create/manage a QA scorecard form • Create a QA score dashboard • Participate in periodic calls to provide insight into the AE scores, trends, suggestions, etc.

Requirements

• At least 3 years of Quality Assurance Analyst experience • Excellent communication and time management skills • Ability to multi-task projects, establish priorities, work independently, and organize effectively • Proficiency in Excel and the Google Suite of Apps (Docs, Sheets, Slides, Gmail) • Must be trustworthy and able to keep confidential information contained • Excellent listening, verbal, written, and interpersonal communication skills • Keen attention to detail • Good judgment and decision-making capabilities • Effective time manager who can perform in a fast-paced, deadline-oriented environment • Knowledge of Microsoft Office Suite Products • Ability to organize, prioritize, adapt to change, and work in a fast-paced environment Home Office Requirements: • Stable internet connection with at least 50 Mbps postpaid (must provide a screenshot of a speed test) • Computer (at least 8GB RAM and Intel is i5 core processor or equivalent) • Noise Cancelling Headset • Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI)

Benefits

• Monthly Company Bonus Program • Paid Vacation Leave • Holiday Bonus