Call center- Quality Specialist

Immediate need for a talented Call center- Quality Specialist. This is a 05+months contract opportunity with long-term potential and is located in Chandler, AZ (Hybrid). Please review the job description below and contact me ASAP if you are interested. 

Job ID: 24-48083

Pay Range: $16 - $18.51/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Hours: Monday- Friday 7AM-5PM (shifts must be between these hours).
• Candidate needs to be available to work OT during the week or on weekends and Holidays (except for Thanksgiving or Christmas day).
• Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within Client / PL call centers and their corresponding external business partners.
• The observations from which are used to develop performance trending while identifying performance gaps.
• Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.
• Client’s Quality Assurance Team is looking for a passionate and highly motivated Quality Specialist.
• The primary responsibility of this role is to perform a review of the quality and accuracy of work functions performed by call center and/or external business partner team members.
• Reporting to the Quality Assurance Supervisor, the person in this role will support Quality and Compliance objectives

Key Requirements and Technology Experience: 

• Key skills; Bilingual – Spanish
• Phone evaluation/Phone monitoring
• Quality Assurance (Call center environment)
• Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
• Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
• Leverage recording/monitoring application to compile data, generating reports to support business goals.
• The following functions/accountabilities are essential for all jobs:
• Work collaboratively with team members
• Meet regular performance expectations
• Strong written communication skills
• Strong attention to detail and organizational skills are required
• Knowledge of Microsoft Office applications (Word, Excel, etc.)
• Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
• Ability to maintain regular and predictable attendance to support team and business objectives.
• Capability to work flexible hours, which may include day, evening and weekend hours.
• Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
• Attendance and Punctuality are essential for this position
• Must have functional high speed internet connection that will facilitate working from home.
• This person will be doing Phone evaluation – Sales, Back office, making Costumer is not impacted – Listening the call, making sure the process is going all correct.
• Bilingual – Spanish
• Transactional data –Validate and check
• Quality Assurance
• Critical thinker
• Bilingual: Spanish
• Working knowledge of recording platform (e.g. NICE) is a plus.
• Automotive finance experience preferred.
• Minimum High School.

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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