Titan Technologies, LLC Quality Analyst - multiple positions 100% REMOTE in Tallahassee, Florida
Titan Technologies is hiring REMOTE Quality Analysts to support several high volume call center operations. In this important role, you will be evaluating call center performance against established customer service criteria and providing continuous improvement feedback. To be successful in this role, you must have an acute attention to detail, a strong commitment to exceptional customer service, a collaborative mindset and excellent communication skills. Success in this role is essential to ensuring Titan is delivering exceptional customer service to our clients.
Responsibilities and Duties:
In this role, you will continually evaluate and identify key behaviors that optimize our customer experience. Your duties will include:
Monitor phone calls either live or recorded and provide feedback to the agent to encourage or discourage certain practices based on established criteria.
Assess agent behavior, counsel, and coach them to ensure a positive customer experience, operational efficiency and continuous agent performance development.
A quality analyst will also assess agents’ interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy.
Document individual evaluations with concise, specific notes on what was done well and areas for development
Follow up with the appropriate agent on feedback and corrective actions, if necessary.
Skills and Qualifications:
Requires a minimum of 3 years of quality experience or similar highly detailed, administrative audit experience
High school diploma/equivalent required
Prefer experience in high volume, high production environment
Keen eye for detail and follow through
Clear verbal and written communication skills
The ability to closely follow quality standards
The ability to identify deviations from quality standards across many evaluations
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)