Call Center Quality Associate

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Q Link Wireless is an internet-based company with over 2.5 million customers, our company's mission is to wirelessly connect people to their world, regardless of their income. We are fulfilling this vision by consistently providing reliable, economical, and high-quality cell phone service to qualified low-income individuals within the United States.

This is a full-time in-house position based in Dania.

We are seeking adaptable and reliable "Quality Assurance Agents”. You will be part of the contact center support operations team to drive quality and execution of targets, including but not limited to script adherence and optimization. Through live contact evaluation you will help ensure we are delivering the highest level possible of customer experience to our consumers. One must be comfortable in providing both real-time and post interaction feedback that will deliver results while using findings to proactivity drive and enact change.

Responsibilities:

• Monitor and evaluate multichannel staff members on the work performed as measured against standards.
• Assist with the development, analysis and distribution of recaps, findings, and summaries.
• Remain proficient and up to date on contact center policies and procedures for all operations.
• Conduct compliance audits for quality, accuracy, and adherence to policy and procedures.
• Monitor and report on agent activity and productivity while reporting daily, weekly and monthly findings.
• Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.
• Conduct live agent monitoring activities, while providing live in the moment coaching for quality assurance purposes.
• Meet all standards established for this position (including but not limited to) exceeding Agent quality and KPI metrics.
• Team Player - Ensure Contact Center tasks are up to date while reaching out to task owners for updates as needed.
• Perform other duties as may be assigned by leadership.

Requirements

• 2+ years Quality Assurance/Contact Center experience required.
• Intermediate MS Excel & PowerPoint skills desired
• Data entry skills such as proficient typing and transcription.
• Organizational and time management abilities.
• Must be comfortable providing feedback in real time and post interaction, preferably in a contact center environment.
• Highly attentive to detail and self-starter
• Excellent communication/writing skills -communicate findings and information in a clear and accurate way with internal & external contacts.
• Complete proficiency in Spanish is a must.

Benefits:

• Health, Dental, Vision Insurance (Eligible after 90 days of employment)
• Life Insurance
• PTO
• Direct Deposit
• Paid Training
• No weekends
• Set schedule: M-F 8:45am-6pm
• Sign on bonus- 6 Month $500/12 month $1,000

Job Type: Full-time

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Excel: 2 years (Required)
• Quality assurance: 2 years (Required)
• Call center: 2 years (Required)

Language:

• Spanish (Required)

Ability to Commute:

• Dania, FL 33004 (Required)

Work Location: In person