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Contact Center Qa Analyst

Company

Epiq Systems, Inc.
Address , , Nc
Employment type FULL_TIME
Salary
Expires 2023-06-26
Posted at 1 year ago
Job Description
It's fun to work at a company where people truly believe in what they are doing!
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Job Summary:
This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions and resolving any complex quality assurance related inquiries from leads and supervisors.
Essential Job Responsibilities
  • Resolve any complex quality assurance disputes arising from completed QA questionnaires
  • Conduct daily quality assurance reviews of CSR calls
  • Help QA Supervisor in facilitating and leading weekly QA calibration sessions
  • Provide QA scores and feedback to leads for it to be delivered to CSRs
Qualifications & Characteristics
  • Ability to effectively communicate with co-workers, peers, and management through written and verbal communication
  • High school diploma or equivalent
  • Must have strong experience the areas of staff development and direction, training, quality control, and document preparation.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.