What We Offer:

• Tuition Reimbursement
• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service from office to the center of Montego Bay
• Leadership Program
• Paid Training
• Career Advancement Program
• Bonuses and incentives based on campaign
• Monthly Rewards and Recognition
• Opportunity to participate in Monthly Give Back Initiatives for the Community
• Monthly employee engagement activities

What You’ll Be Doing:

• Monitors, dispositions, scores and provides QA feedback on calls and/or chats
• Assesses quality adherence based on QA audit form per account
• Prepare for and actively participate in Calibration session when needed
• Effectively communicate with internal and external clients
• Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines
• Be open and responsive to consistent coaching
• Act as a role model at all times, adhere to high ethical standards
• Take responsibility and initiative to develop core skills and competencies being involved in every facet of personal development
• Be flexible in an environment by championing and embracing change

What We Expect You To Have:

Knowledge of:

• Basic computer operations including keyboarding, proper English grammar and syntax, company policies and procedures as outlined in Employee handbook.

Education and/or Experience:

• High school diploma or General Education Degree (GED)
• Relevant QA experience (within or outside Etech)
• One-year experience as a call center agent or in a leadership role
• Proven track record in QA or call center operations
• Strong performance metrics
• Familiarity with speech analytics tools is a plus