Call Center Quality Analyst

2 weeks ago

Tucson, United States VXI Global Solutions Full time

VXI Global Solutions (VXI) is a leading provider of business process and information technology outsourcing services for companies. We specialize in call center and BPO services, software development, quality assurance testing, and infrastructure outsourcing. We are a passionate team with a singular focus: designing, creating and delivering exceptional customer experiences and operational excellence. We live by our “Passion for People” commitment.

At VXI, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when skilled people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire.
Description:
As Security and Privacy leader, you will be responsible for managing and implementing security requirements and standards for our on-site Los Angeles call center. The Security and Privacy associate must be a champion and ambassador of security activities and philosophies. You are a self-starter who is comfortable in an on-site environment, from co-workers and managers.

**Job Functions**
- Ensure all employees adhere to client policy related to confidential and sensitive information.
- Collect and maintain non-disclosure agreements for all employees.
- Conduct audit of recorded calls and/or listen to live calls to ensure employees are following client policy.
- Conduct orientation with employees to review security policy.
- Loss prevention including but not limited to prevention of information theft of customer and client data.

**Key Qualifications**
- Experience in quality assurance for phone-based programs
- Excellent written and verbal communication skills
- Client Services skills and experience running strategic projects w/ cross-functional teams
- A self-starter with creativity, energy, and a passion for driving consumer product success
- Experience in objection handling, value adding, etc.
- Experience in coaching agents on an ongoing basis & manage outliers to in spec/exceeds expectations standards
- Implement and give feedback on insights derived from quality reporting
- Keep a pulse on the agent’s knowledge and skill gaps, providing alternatives to solving them
- Keep up to date and proficient in the client’s voice and products
- Experience in quality training and/or program development
- Heavy interest in technology and the digital/media industry
- Experience and passion for providing feedback through coaching and hands-on learning experiences
- Proven track record of independently working with timelines and success measures
- Must be able to multi-task and keep on track in a fast paced, ever changing environment
- Basic reporting in Excel

**Educational Expectations**
- BA/BS degree and/or 2+years of relevant experience
- Experience working with direct consumers, in B2C environment

Pay: $19.00 per hour

Expected hours: 40 per week

Shift:

- 8 hour shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person

Work Location: In person

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