Call Center Quality Specialist - MCI

MCI's mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. In this role, you will coach and develop customer service agents to assist in improving their overall performance.

As part of a global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure that they are maintaining the procedures and standards which have been set up by each client.

POSITION RESPONSIBILITIES:

In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors to ensure call quality. This is an important position that will allow you to hone your leadership and analytic skills.

Additional responsibilities for the Quality Assurance Analyst position include:

• Assess agent's calls according to set outcomes and provide reporting based on findings
• Adhere to high levels of quality standards and meet QA targets
• Conduct and complete investigations as and when required and provide reporting based findings
• Provide online coaching and training feedback

CANDIDATE QUALIFICATIONS:

Qualified candidates are willing to learn new programs, processes and technology. Candidates should be positive, driven and confident and represent the company and its customers professionally at all times. The requirements listed below are representative of the knowledge, skill and/or ability required for this position. Primary qualifications include but are not limited to the following:

• Quality assurance management experience in a call center environment and technologies; specifically, call monitoring and recording systems
• Excellent communication, verbal and written
• Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group
• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures
• Outstanding organization, time management, and software skills (MS Office Suite).

PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.