TalentBridge
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Monday - Friday, standard business hours
Contract-to-hire, W2
Overview
You’ll play a key role in ensuring every customer interaction meets service, compliance, and quality standards. By analyzing KPIs and monitoring performance, you’ll provide insights that help improve efficiency, customer satisfaction, and team coaching outcomes. What You’ll Do
Monitor and score inbound and outbound calls using QA standards Report on performance metrics and quality trends Identify coaching and training opportunities based on data analysis Partner with supervisors to implement service improvements Maintain accurate QA records and compliance documentation What You’ll Bring
2+ years in a call center or customer service environment 1+ year in quality assurance, auditing, or performance monitoring Proficiency with call monitoring and QA tools Strong Excel or data analysis ability Call monitoring: NICE, Verint, Five9, Genesys Data tools: Excel, Google Sheets, Power BI Reporting: Tableau, Looker Nice to Have
Experience with KPI dashboards and root cause analysis Knowledge of TCPA, HIPAA, or PCI compliance standards Background in coaching or training frontline staff Seniority level
Entry level Employment type
Contract Job function
Administrative, Customer Service, and Quality Assurance Industries
Motor Vehicle Manufacturing and Consumer Services
#J-18808-Ljbffr
You’ll play a key role in ensuring every customer interaction meets service, compliance, and quality standards. By analyzing KPIs and monitoring performance, you’ll provide insights that help improve efficiency, customer satisfaction, and team coaching outcomes. What You’ll Do
Monitor and score inbound and outbound calls using QA standards Report on performance metrics and quality trends Identify coaching and training opportunities based on data analysis Partner with supervisors to implement service improvements Maintain accurate QA records and compliance documentation What You’ll Bring
2+ years in a call center or customer service environment 1+ year in quality assurance, auditing, or performance monitoring Proficiency with call monitoring and QA tools Strong Excel or data analysis ability Call monitoring: NICE, Verint, Five9, Genesys Data tools: Excel, Google Sheets, Power BI Reporting: Tableau, Looker Nice to Have
Experience with KPI dashboards and root cause analysis Knowledge of TCPA, HIPAA, or PCI compliance standards Background in coaching or training frontline staff Seniority level
Entry level Employment type
Contract Job function
Administrative, Customer Service, and Quality Assurance Industries
Motor Vehicle Manufacturing and Consumer Services
#J-18808-Ljbffr