Call Center Quality Assurance Analyst

4 weeks ago

Richardson, United States DSI Systems Full time
Job DescriptionJob Description

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our roles as an experienced and dedicated Call Center Quality Assurance Analyst. Bilingual preferred (Spanish). You will be a key individual contributor to our vision (Best in Class; Team of Choice) by influencing our team members on the best means to serve AT&T, its selling partners, and ultimately, its customers.

You will listen to calls for several hours daily to ensure that we display courtesy and respect to our customers and problem-solving skills on every call. You will lead calibration sessions from calls with multiple leadership levels so that we all recognize what a great call is, what an average call is, and what a substandard call is.

You will provide the leaders and individual contributors with QA Scores. You will help us discover gaps in our processes and you may get involved with “the fix.” You love to learn. You are a naturally positive person with an amiable disposition. You are a leader who commands and earns respect. You make yourself indispensable. You are comfortable with ambiguity and rapid change. You develop trust and rapport with our team members.

This is an in-office position that will report to our office in Richardson, Texas
Schedule Monday – Friday 9am – 5pm

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Requirements

  • 1-2 Years of wireless experience
  • 3-5 Years of Call Center Experience in a Customer Facing Role
  • 3-5 Years of Experience as a One-on-One Coach of CSRs within your Organization
  • 1 -2 Years of Experience Compiling QA Reports; Addressing Trends and Gaps in Processes
  • Prior Escalations experience is strongly preferred
  • Immediately Comfortable providing direction and support to our Agents
  • Thrives on frequent changes and occasional crises
  • Assertive
  • Strong focus on the “why” and “how”
  • “Coachable”
  • Handles constructive feedback and challenging feedback well; is constantly adding value to DSI
  • Thrives in processing orders of new phones; adding new lines; verifying/adding discounts for a telecom reseller; etc.
  • Must learn new systems for processing orders quickly
  • Some college is preferred


Responsibilities

  • Review the quality of work and performance of Call Center and Escalation Agents through the use of recording systems and production applications.
  • Provide recommendations for change and participate in the analysis of workflows and procedures to improve accuracy and efficiency.
  • Provides actionable data to compile and track performance at team and individual levels, identifying and recognizing the trends


Computer Skills

  • Proficient in Microsoft Office, Word, and Excel

Benefits

  • Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
  • 401k Plan with employer matching
  • Paid vacation, personal/sick days, and bereavement time
  • Employee Profit Sharing Program
  • 50% AT&T wireless discount
  • Paid training
  • Advancement opportunities, we prefer to promote from within

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