Contact Center Quality Analyst jobs in Hollywood, FL

JOB DESCRIPTION

In this role you will be responsible for monitoring and evaluating the quality

of inbound and/or outbound telephone calls and/or communications

(emails) to enhance customer relationships and meet or exceed customer

service requirements.

FUNDAMENTAL COMPONENTS

● Performs phone quality reviews; monitors inbound and/or outbound

calls to analyze and evaluate Sales Agents skills against established

phone quality metrics, including but not limited to, call process

measurements, accuracy of information provided, tone of employee,

effective call management, uploaded required documents and

demonstrated professionalism.

● Documents quality issues, analyze sales calls and ensure data

accuracy.

● Responsible for providing reports regarding agent trends, infractions

and egregious conduct to the management team.

● Together with Team Leader, perform investigations related to agent

misconduct and infractions.

● Demonstrates knowledge on google sheets and microsoft related

software necessary to perform daily work requirements.

● Together with Team Leader, continuously seeks avenues for

developing the sales expertise to support company goals and

objectives.

● Demonstrates, advocates, and reinforces a positive team

environment, professionalism, and the need to present a positive

image of the company when interacting with customers.

● Performs other related duties as required.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Experience level:

• 3 years
• 5 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Fort Lauderdale, FL 33325: Relocate before starting work (Required)

Work Location: In person