Position Overview:
The Call Center Quality Assurance (QA) Auditor will play a vital role in ensuring high standards of service and compliance within our virtual sales environment. Working remotely, this position requires meticulous attention to detail, proficiency with Salesforce and Vonage, and an exceptional level of trust and confidentiality. The Call Center QA Auditor will monitor customer interactions, perform daily audits, and collaborate with cross-functional teams to provide actionable insights and support continuous improvement.
Key Responsibilities:
Monitoring: Regularly review phone calls, emails, and chats in Salesforce and Vonage to uphold company standards.
Auditing: Conduct daily audits to identify areas that need improvement or fail to meet quality or compliance standards.
Reporting & Analysis: Provide detailed feedback and reports to guide improvements in call quality, customer experience, and sales performance.
Insight Generation: Leverage analysis to offer actionable insights for enhancing agent performance and customer satisfaction.
Compliance & Updates: Stay current with regulatory standards, ensuring the call center’s compliance.
Cross-Functional Collaboration: Coordinate and participate in QA meetings, support standards design, and provide data-driven insights to internal teams.
Qualifications:
Proficiency in Salesforce and Vonage highly desired.
Remote work experience with a demonstrated history of responsiveness, trustworthiness, and confidentiality.
Strong analytical skills with the ability to interpret performance data and implement data-driven recommendations.
Excellent communication skills for interacting with agents, team leaders, and managers.
Knowledge of call center QA best practices and industry regulations.
2+ years in quality assurance, call center auditing, or a similar role preferred.
How to apply:
Please send a copy of your most current resume to Jobs@theheroco.com
Titled "QA Auditor"