Quality Assurance Analyst
Hotwire Communications Ltd
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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About the role
- 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
Requirements
- 2-3 years of call center experience with 1 or more years of quality assurance related experience
- Bachelor’s degree (preferred)
- A strong understanding of the contact center environment and the role CX & Quality Assurance
- Working knowledge of Call Center concepts, practices and procedures
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
- Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.
- Bi-lingual in Spanish a plus
Benefits
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.
- Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancecall center processesdata analysisKPI assessmentQA auditscustomer service performance evaluationtechnical accuracy assessmentcall quality improvementreport preparationchange management
Soft Skills
coachingcommunicationleadershipteam coordinationinterpersonal skillsattention to detailproblem-solvingadaptabilitycustomer experience understandingcultural understanding