Call Quality Analyst

Insight Global is hiring for a Call Quality Analyst to sit 4 days a week onsite for a large, telecommunication company. This person would be joining the Digital Service Transformation Team within the Customer Operations Organization. This call quality Analyst will be joining a team comprised of program managers, business analysts, and other project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" to customers by incorporating the artificial intelligence tool. This call quality analyst will contribute in the training of AI/ML models which will help in increasing revenue for the company and saving subscribers.
**First 2-3 months fully onsite
Pay: 45/hr

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

3-7 years of trend analysis experience
Attention to detail/analytical skills
Good communication & listening skills
Organized and curious
Ability to create reports based off call information – proficiency in using and analyzing large data sets in Excel. Ability to summarize findings
Experience using PowerPoint
Bachelors Degree

Telecommunication Experience
Previous experience within a call center
Call listening experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.