Call Quality Analyst
3.
6 Miami, FL Miami, FL Permanent Part-time Permanent Part-time $18 - $22 an hour $18 - $22 an hour 21 hours ago 21 hours ago 21 hours ago Job
Summary:
We are seeking a detail-oriented Call Quality Analyst to join our team.
This role involves listening to sales and customer service phone calls to evaluate and ensure compliance with company standards.
The analyst will be responsible for scoring these calls based on predefined criteria, including the usage of specific verbiages and subjective factors such as tone of voice and professionalism.
Duties:
- Listen to and evaluate sales and customer service calls for compliance with required scripts and communication techniques.
- Score calls on a range of metrics, including adherence to script, customer engagement, problem-solving effectiveness, and tone of voice.
- Provide feedback and recommendations to enhance agent performance and customer satisfaction.
- Document call evaluations accurately and provide detailed reports to management.
- Participate in calibration sessions to ensure scoring consistency and fairness.
- Assist in developing and updating evaluation criteria and training materials based on call review findings.
- Work closely with training and management teams to identify trends and areas for improvement in call handling.
Qualifications:
- Experience in a call center, quality assurance, or a similar role is preferred.
- Excellent listening and analytical skills.
- Strong attention to detail and accuracy in data reporting.
- Ability to provide constructive feedback and suggestions for improvement.
- Good communication skills, both written and verbal.
- Proficiency in using call center software and Microsoft Office Suite.
If you are a detail-oriented individual with a passion for ensuring quality, we encourage you to apply for this exciting opportunity.
Please submit your resume and cover letter detailing your relevant experience.
We look forward to reviewing your application.
Job Types:
Part-time, Permanent Pay:
$18.
00 - $22.
00 per hour Expected hours:
20 per week
Benefits:
Flexible schedule Experience level:
2 years Schedule:
4 hour shift Work Location:
Hybrid remote in Miami, FL 33186.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 Miami, FL Miami, FL Permanent Part-time Permanent Part-time $18 - $22 an hour $18 - $22 an hour 21 hours ago 21 hours ago 21 hours ago Job
Summary:
We are seeking a detail-oriented Call Quality Analyst to join our team.
This role involves listening to sales and customer service phone calls to evaluate and ensure compliance with company standards.
The analyst will be responsible for scoring these calls based on predefined criteria, including the usage of specific verbiages and subjective factors such as tone of voice and professionalism.
Duties:
- Listen to and evaluate sales and customer service calls for compliance with required scripts and communication techniques.
- Score calls on a range of metrics, including adherence to script, customer engagement, problem-solving effectiveness, and tone of voice.
- Provide feedback and recommendations to enhance agent performance and customer satisfaction.
- Document call evaluations accurately and provide detailed reports to management.
- Participate in calibration sessions to ensure scoring consistency and fairness.
- Assist in developing and updating evaluation criteria and training materials based on call review findings.
- Work closely with training and management teams to identify trends and areas for improvement in call handling.
Qualifications:
- Experience in a call center, quality assurance, or a similar role is preferred.
- Excellent listening and analytical skills.
- Strong attention to detail and accuracy in data reporting.
- Ability to provide constructive feedback and suggestions for improvement.
- Good communication skills, both written and verbal.
- Proficiency in using call center software and Microsoft Office Suite.
If you are a detail-oriented individual with a passion for ensuring quality, we encourage you to apply for this exciting opportunity.
Please submit your resume and cover letter detailing your relevant experience.
We look forward to reviewing your application.
Job Types:
Part-time, Permanent Pay:
$18.
00 - $22.
00 per hour Expected hours:
20 per week
Benefits:
Flexible schedule Experience level:
2 years Schedule:
4 hour shift Work Location:
Hybrid remote in Miami, FL 33186.
Estimated Salary: $20 to $28 per hour based on qualifications.
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