Quality Analyst | Local Telco Account

We're Hiring (1) Quality Assurance Analyst & (1) Quality Assurance Lead for our Local Telco Account!

About The Role (Quality Assurance Analyst)

As a Quality Assurance Analyst, you will play a crucial role in maintaining the high standards of customer service within our organization. Your responsibilities will include:

• Participating in customer and client listening programs to identify needs and expectations.
• Monitoring the effectiveness and quality of incoming calls and emails.
• Identifying weaknesses in performance and devising solutions for improvement.
• Ensuring compliance with company quality systems and identifying process improvement opportunities.
• Generating and maintaining detailed feedback and coaching documentation.
• Providing constructive feedback to call center team leaders and managers.
• Offering daily feedback through both verbal and written communication.
• Developing and maintaining a thorough understanding of our products, including call center performance and functional requirements.
• Showcasing your ability to work independently, being self-motivated and delivering projects without constant supervision.
• Communicating with discretion and professionalism, recognizing when confidentiality is crucial.
  
   

About You

To thrive in this role, you'll need:

• Must have experience as Quality Assurance in the BPO industry.
• Strong attention to detail, exceptional listening, and analytical skills.
• Excellent written and verbal communication skills.
• Outstanding organizational skills, with the ability to manage multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work effectively in a team environment.
  
   

About the Role (Quality Assurance Lead)

What You'll Do:

• Lead and mentor a team of Quality Analysts to monitor and enhance customer interactions.
• Develop and implement quality assurance strategies to improve performance metrics.
• Conduct call audits, analyze trends, and provide actionable insights for continuous improvement.
• Collaborate with operations and training teams to align quality initiatives with business goals.
• Provide coaching and feedback to agents to enhance customer experience and compliance.

What We're Looking For:

• Experience: at least 1 year as Quality Assurance Lead within a BPO environment.
• Leadership Skills: Proven ability to manage, coach, and develop a team.
• Analytical Mindset: Strong data analysis and reporting skills.
• Communication: Excellent verbal and written communication skills.
• Tech-Savvy: Proficiency in QA tools and CRM software is a plus.
  
   

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.