Pay Rate: 40-50/hr
Insight Global is hiring for a Call Quality Analyst to sit 100% onsite for a large, telecommunication company. This person would be joining the 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 be listening and gathering context from customer calls with agents. This Call Quality Analyst will be listening to see what areas could have been improved in the call to better the customer experience or how they did giving the "next best offer" and analyzing it against other data points gathered for the calls.
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.
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https://insightglobal.com/workforce-privacy-policy/ .
* 3-7 years of customer service, call quality, or call center experience
* Experience transcribing and picking up certain key indicators/ information in calls
* Attention to detail
* Good communication & listening skills
* Organized
* Ability to create reports & presentations based off call information -- proficiency in using and analyzing large data sets in excel and pivot tables. Ability to summarize findings
* Bachelors Degree
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.