Mastec Advanced Technologies

Job Description

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QA Analyst

Working from our Carrollton location, this position is responsible for monitoring agent calls and process adherence for the entire Contact Center, providing real time feedback to contact center agents and assisting with Quality Management analysis, metrics, and reporting.

Job Responsibilities:

• Monitor a select number of agents per hour, per day, per week


• Deliver feedback within an acceptable time frame.


• Calibrate quality assurance scoring with Supervisors, Trainers and WFM Analyst on a regular basis


• Achieve and maintain an acceptable calibration score.


• Participate in staff meetings and coordination sessions with staff personnel to exchange ideas and information as it relates to call center and CAC.


• Provide regular accurate reporting of Q/A results on a weekly/monthly basis


• Participate in the ongoing improvement and re-engineering of call center and dispatch processes; continually examine opportunities for quality improvements and adherence


• Actively facilitate scheduled calibrations and monitor the program requirements


• Must be available to work flexible hours to conduct morning and/or evening monitoring and feedback

 

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Skills/Requirements

 

Bilingual (English and Spanish) preferred

High School diploma or equivalent (Required)

Some college (strongly preferred)

Proficiency in Microsoft Word and Excel (Required- Functional)

Coaching/Team Development Skills (Required)

Effective strong communication (written and oral)

Problem solving and data analysis skills (Required)

Inbound\Outbound and call center and/or dispatch experience (Preferred)

Proficient in current call quality monitoring system or subsystems (Required-Functional)

Ability to sit or stand for long periods

MasTec/Advanced Technologies offers a competitive salary and benefits package that include medical, dental and vision coverage, disability insurance, optional life insurance, and 401K match. 

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