Quality Assurance Analyst

2 days ago


Westwood, Kansas, United States NTI Full time

We are seeking a highly motivated Quality Assurance Analyst to join our team at NTI, Inc. in a remote work-from-home opportunity.

About the Job

This role is an excellent chance for you to grow your career while making a positive impact on people's lives by ensuring exceptional customer service standards in a contact center setting.

Job Summary:

The Quality Assurance Analyst will be responsible for evaluating and improving the quality of interactions handled by our contact center agents. This includes monitoring calls, chats, and webform submissions to ensure compliance with quality standards and identify areas for improvement.

Key Responsibilities:
  • Oversee and support the development and performance of contact center staff in delivering high-quality customer service.
  • Provide guidance, training, and mentoring to help desk agents on best practices for ensuring quality standards are met in customer interactions.
  • Analyze quality metrics and collaborate with the operations team to implement improvements in both agent performance and customer experience.
Requirements:
  • A minimum of 1-3 years of QA experience in a contact center environment.
  • Strong analytical thinking and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.
Benefits:

As a full-time employee at NTI, Inc., you can enjoy a range of benefits including:

  • A competitive annual salary of approximately $45,000.
  • 100% remote work environment with flexible scheduling.
  • Generous paid time-off and holiday packages.
  • Tuition reimbursement and professional development opportunities.
  • Comprehensive health insurance package with employer contributions.


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