Quality Assurance Analyst - T2 Flex

eg. Accountant or Accounting or Kempinski



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T2 Flex is looking for a Quality Assurance Analyst to provide QA to our agents making outbound sales calls, for a USA Lead Generation project assisting customers with Medicare Enrollment.

The company is based in New York City, a time zone 6 hours behind South Africa.

Working hours will be 9 am to 7 pm EST (South African time 3 pm to 1 am) with the potential to work to 9 pm EST (South African time 3 am).

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and emails responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.

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  • Participates in the design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to the site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of customer care email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

Requirements

  • 2-3 years Call Center Experience
  • Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company;
  • Creative ability & writing proficiency;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel);

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More about the job:

  • Monday to Friday, with some Saturdays.
  • Minimum of 35 hours to a maximum of 40 hours is required per week, working 8 hours shifts per day.
  • R85 per hour with incentives to earn up to R120 an hour, for successful leads generated.
  • Paid on the 25th of every month.
  • Training paid.
  • Ready to start work next week.

Equipment needed:

  • Stable and fast internet/ fiber (20 up and 20 down speed) is a prerequisite.
  • 8GB Desktop or Laptop with Windows 10 or MAC
  • Dual Monitor Required
  • NO Chromebooks.
  • USB Headphone a must.
  • A quiet work environment with no background noises.
  • Backup Generator or UPS for Load shedding.

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How To Apply