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Alorica Quality Assurance Representative in Austin, Texas

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB RESPONSIBILITIES

• Maintain a thorough knowledge of Alorica’s programs, policies, and technology. Monitor a minimum of twenty calls per day per TSR/CSR, per assigned shift.

• Maintain accurate and sufficient documentation of TSR/CSR calls including

positive observations, as well as areas of needed improvement.

• Provide ongoing QA Call Evaluations to the appropriate Operations Manager/Supervisor.

• Tape presentations as required for counseling sessions and client review.

• Maintain orderly environment ensuring the QA Booth has the correct scripts, responses, and the appropriate support materials, floor map and seating charts.

• Participate in answering live calls, handling problem calls and counseling telephone representatives as required. Ability to utilize counseling as a tool to coach and develop representatives.

• Participate in monitoring and calibration sessions with clients

• Perform other duties as assigned by the Quality Assurance Supervisor

Minimum Education and Experience:

• An Associates Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 years related work experience

• Experience (2+) years in a call center environment.

• Some prior supervision experience preferred

Knowledge, Skills and Abilities:

• Ability to monitor and record improvements in performance.

• Ability to provide feedback and demonstrate a variety of coaching methods.

• Ability to write reports, and business correspondence.

• Ability to communicate effectively both orally and in writing

• Ability to build and maintain effective working relationships.

• Strong attention to detail and some experience in Verification

Equal Opportunity Employer – Veterans/Disabled

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