Quality Assurance Agent
3 weeks ago
Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
Overview:
The Quality Assurance Agent is responsible for assessing the quality of the performance of our Agents who deal with our existing and potential customer. The QA Agent will monitor inbound and outbound call to assess Agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
Responsibilities:
Analyze call performance trends.
Analyze call quality and document feedback; provide recommendations for future improvement.
Perform checks to ensure that all feedback has been entered correctly; report call errors. Provide objective assessments of calls by ensuring that all company procedures are adhered.
Participate in internal calibrations.
Qualifications:
2-3 years Call Center Experience
QA Experience a plus
Excellent verbal, written and interpersonal communication skills
Must be self-motivator and self-starter
Exceptional listening and analytical skills
Solid time management skills
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Benefits:
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
Law Benefits
Private insurance
Meal Subsidy
Referral Program
Transportation (Starting at 4:00 PM)
Massive Growth Opportunities
Continuous development
Privileged location (City Center)
Great Work Environment
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