Call Center Quality Assurance Expert

5 days ago


Chicago, Illinois, United States LaSalle Network Full time
Job Title:

Call Center Quality Assurance Expert

About Us:

We are a rapidly growing lending company based in downtown Chicago, seeking a skilled Call Center Quality Assurance Expert to join our team. Our organization values excellence and continuous improvement, providing opportunities for growth and future promotions.

Responsibilities:
  • Evaluate communication between call center agents and customers to ensure top-notch quality.
  • Conduct 3 evaluations per hour using established scorecards and QA tools.
  • Provide detailed feedback to agents and participate in periodic coaching sessions.
  • Collaborate with a team of QA specialists and team leads to support call center growth and quality standards.
  • Utilize AI-driven tools like Five9 Virtual Observer for speech analytics and accurate evaluations.
Requirements:
  • 6+ months of QA experience, preferably in a call center environment.
  • Experience in the financial or lending industry is preferred but not required.
  • Excellent verbal and written communication skills.
  • Ability to independently manage workload without micromanagement.
  • Typing speed of 45 WPM or higher.
  • Familiarity with QA systems and tools (manual or system-based).
  • Strong attention to detail and analytical mindset.
  • Flexibility to work Monday to Friday, with hours from 7:00 AM - 3:30 PM or 8:00 AM - 4:30 PM.
Benefits:
  • 2 weeks of comprehensive training covering call center processes and QA tools.
  • Potential to move into supervisory roles within the company.
  • Casual culture with team competitions, holiday celebrations, and a close-knit team environment.
  • Conveniently located in downtown Chicago, near public transportation options.

Our estimated salary for this position is around $50,000-$60,000 annually, depending on experience and qualifications. If you're a motivated individual looking to grow in a fast-paced environment, we encourage you to apply.



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