Call Center Quality Analyst – Work From Home

Visit us: www.etechgs.com

What We Offer

  • Work From Home
  • Health, Life, Vision, and Dental Insurance
  • Personalized Coaching and Specialized Training and Development Sessions
  • Competitive Pay
  • Tuition & Day Care Reimbursement
  • Community Involvement Opportunities
  • Paid Time Off
  • Rewards & Recognition for Stellar Performance
  • Bilingual Pay (If Hired for Bilingual Role)
  • Opportunities for Advancement (Over 90% of our promotions are internal)

What You’ll Be Doing

  • Monitor calls from sales or service teams and provides feedback to drive quality across all Etech campaigns.
  • Monitors, dispositions, scores and provides QA feedback on calls and/or chats.
  • Assesses quality adherence based on QA audit form per account.
  • Prepares for and actively participate in Calibration session when needed.
  • Effectively communicates with internal and external clients
  • Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines
  • Takes responsibility and initiative to develop core skills and competencies being involved in every facet of personal development.
  • Is flexible in an environment by championing and embracing change.

What We Expect You To Have

  • High school diploma or general education degree (GED).
  • Relevant QA experience or one-year call center agent experience or leadership experience.
  • Knowledge of basic computer operations including keyboarding, proper English grammar and syntax, Company policies and procedures as outlined in Employee handbook.
  • Ability to communicate information to internal customers, peers, external clients/customers, and enter information into monitoring tool. Must be fluent and able to demonstrate skills in – MS Excel, MS PowerPoint, impeccable grammar, spelling and reading skills. Ability to communicate in a professional manner, verbally and in writing.
  • Ability to effectively monitor team members by using the Etech Insights tools and provide summarized feedback in English to leaders when required.
  • Valid driver’s license or other Government issued photo ID.
Job Title : Call Center Quality Analyst – Work From Home
Department : Etech Insights
Location : Palm Beach

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