Contact Center Quality Assurance Analyst, Entry Level - Remote

Prospective candidates for this job would gain the opportunity to work with a leading employer in the industry, supporting critical government, defense, and intelligence projects across the country. Employer provides a comprehensive benefits package, including medical, dental, and vision plans, a 401(k) plan with company match, and various paid time off plans to encourage work/life balance. With a focus on employee well-being, Employer offers short and long-term disability benefits, life insurance, and other offerings to protect income and ensure job security. As a member of the team, you would have the chance to develop new skills, advance your career, and contribute to meaningful work.

Job Qualifications

• High school diploma or GED required
• Minimum of one year contact center quality monitoring experience preferred
• Minimum of six months contact center agent experience

• Evaluate interactions between the CSR and customer using the quality evaluation solution for the program
• Act as a team player in order for the team to meet contractual quality monitoring commitments
• Provide unbiased and accurate scoring according to approved criteria definitions, quality standards, knowledgebase, and standard operating procedures (SOPs)
• Assess contact center agent interactions with customers via multiple channels
• Communicate scoring feedback to agents in written format, providing agents a path to locate appropriate reference materials for additional guidance

Desired Knowledge, Skills And Abilities

• Ability to work remotely in a quiet, secure location
• Exceptional typing, listening and analytical skills, with strong attention to detail
• Knowledge of and experience with contact recording systems
• Ability and willingness to learn new software applications
• Ability to effectively communicate orally and in writing with co-workers and management team

Additional Information

• The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days
• Employer does not have a vaccination mandate applicable to all employees, but may require employees in certain positions to be fully vaccinated against COVID-19 based on customer site requirements.
• The security clearance for this program requires the selected candidate to have resided in the US for the past five years
• This program only accepts US citizens and/or Green Card Holders

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