Hotwire Communications Ltd

QA Engineer

• Monitor the performance quality of call center associates
• Assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies
• Develop, create, and implement call center quality processes and procedures
• Assist with coaching call center agents to improve call quality
• Coordinate calibration sessions for leadership staff to maintain scoring consistency
• Perform QA audits across multiple channels
• Provide actionable data to internal support groups
• Prepare and analyze quality reports for management staff review
• Participate in processes for service levels, change management, quality assurance, and KPIs

Quality Assurance Analyst

Customer Success Manager

• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
• Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).
• Phone, chat and email contact with customers to make recommendations on Hotwire’s Service and resolve issues.
• Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements.
• Serve as primary support liaison between Hotwire Communications and our residential customers.
• Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers.
• Other duties as required or assigned.

Customer Engagement Specialist

Analyst

• Responsible for timely communication to key stakeholders, executive management and customers on the status of Priority 1 and Priority 2 issues
• Coordinate and manage customer impacting outages communications, ensuring they are sent in a timely and effective manner
• Coordinates response to outages and escalates situations as necessary
• Works with the NOC to manage the escalation and resolution of outages
• Creates monthly outage reports and statuses to review with internal teams
• Monitor production environment using a combination of monitoring tools and call volume to ensure early detection of potential service interruption
• Respond to automated alerts from monitoring tools according to procedure
• Use diagnostic tools to ascertain level and criticality of problem
• Escalate issues and problems according to procedures and best judgment
• Work with Engineers to understand impact of outage and report accordingly
• Coordinate weekly RCA (root cause analysis) review meeting with all internal teams
• Answer direct phone calls, text and chat from internal teams during an outage event

Quality Assurance Analyst

Customer Engagement Specialist

Communication Desk Analyst – Overnight