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Quality Analyst

4 months ago

Lufkin, United States Etech Full time

Job Title: Quality Analyst

Pay Grade: $14.00 - $16.00/hr Depending on Experience/$1/hour differential for bilingual

Hours: 8 AM - 5 PM, Monday - Friday

Location: WFH

**Summary/Overview**: Monitors calls from customer service team and provides feedback to drive quality across all Etech campaigns. Must have customer service experience and 1 year experience in a call center agent or leadership role.

Experience with large volume analytics software such as Cresta, Tethr, Observe AI or Call Miner, is preferred, but not required.

**Essential Duties and responsibilities include the following**: Other duties may be assigned.
- Monitors, dispositions, scores and provides QA feedback on calls and/or chats
- Assesses quality adherence based on QA audit form per account
- Prepare for and actively participate in Calibration session when needed
- Effectively communicate with internal and external clients
- Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines
- Be open and responsive to consistent coaching
- Act as a role model at all times, adhere to high ethical standards
- Take responsibility and initiative to develop core skills and competencies being involved in every facet of personal development
- Be flexible in an environment by championing and embracing change

**Knowledge of**: Basic computer operations including keyboarding, proper English grammar and syntax, company policies and procedures as outlined in Employee handbook.

**Education and/or Experience**: High school diploma or general education degree (GED. Relevant QA experience (in/out of Etech) or, one-year call center agent experience or leadership experience.

Performance must be within 90% of client targets for 60 days prior to applying. Attach performance reporting to career opportunity packet. Applicants with experience in speech analytics (Tethr, Call Miner, etc) are prime.

Pay: $14.00 - $16.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement

Experience level:

- 1 year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Call center: 1 year (preferred)

Work Location: In person