Quality Analyst Job Vacancy in LINQ Las Vegas, NV – Latest Jobs in Las Vegas, NV

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Company Name : LINQ
Location : Las Vegas, NV
Position : Quality Analyst

Job Description : Keep the carrier. Lose the headache.  LINQ was founded on the belief that no wireless carrier should have such a powerful stronghold on its customers. We are giving business accounts the power and account flexibility they deserve, in an industry seemingly designed to lock customers into long term contracts and extensions.
In addition to our HQ in Baltimore, we have offices in Pittsburgh and Las Vegas – but don’t worry, we’re more collaborative than our NFL Teams. Come be a part of a company that is changing the wireless landscape! For more information, please visit www.LINQservices.com
LINQ is looking for a self-motivated, detailed Quality Analyst for our Client Services Team. As our next Quality Analyst, you will be part of a growing organization and an integral part of our success. At LINQ we collaborate, support each other, and celebrate each other’s successes.
Position Summary
The Quality Analyst’s responsibilities include ensuring Client Services Specialists are adhering to LINQ standards, creating the white-glove experience we strive for.
The QA will assess the quality of the performance of our call center associates who deal with our existing and potential clients. The QA monitors inbound and outbound call and emails responses to assess specialists’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. S/he will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to boost the overall LINQ clients’ experience.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:

Participate in design of call monitoring formats and quality standards.
Perform call monitoring and provides trend data to site management team.
Use quality monitoring data management system to compile and track performance at team and individual level.
Monitor customer care email responses.
Participate in customer and client listening programs to identify customer needs and expectations.
Provide actionable data to various internal support groups as needed.
Coordinate and facilitates call calibration sessions for call center staff.
Provide feedback to call center team leaders and managers.
Prepare and analyze internal and external quality reports for management staff review.
Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities):

2-3 years Call Center Experience
Bachelor’s degree a plus
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel)

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**This position is a hybrid working from home/in office once eligibility is met.**
NoteThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Job Type: Full-time
Pay: $14.00 – $42.00 per hour
Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible schedule
Health insurance
Life insurance
Paid time off
Parental leave
Vision insurance

Schedule:

8 hour shift
Monday to Friday

Supplemental Pay:

Bonus pay

Experience:

Call center: 2 years (Required)
Quality audits: 2 years (Required)

Work Location: Multiple Locations

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