Call Center Quality Assurance Expert
5 days ago
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.
- 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.
- 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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