QA Call Insight Analyst
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Job Description
QA/Call Insight Analyst reviewing call data and agent performance insights to enhance call center metrics and improve agent and patient experiences.
Responsibilities:
- Review agent data trends
- Utilizing call data from Ring Central quality platform to provide insight to operations leadership
- Monitor call center metrics and service levels
- Evaluate agent performance
- Identify areas for improvement
- Provide feedback to operational leadership
- Work in tandem with operational leadership to identify underperforming employees
- Decrease instances of Schedule Inquiries by identifying agents not following proper protocols
Requirements:
- High School Diploma
- 3 + years in a contact center support role
- Strong Analytical and problem-solving skills
- Identifying trends and developing solutions
- Excellent communication and Interpersonal skills
- Proficient in Microsoft Suite
- 5 + years in call center support role (preferred)
- Advanced knowledge of contact center protocol and best practices (preferred)
- Advanced knowledge of CCaaS systems (preferred)
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
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