Quality Assurance Associate or Lead, Mosaic

• Experience: 3-5 years of experience in a customer service or call center environment, with at least 1-2 years in a quality assurance or call listening role. Previous experience leading or managing a team is highly desirable
• Listening Skills: Strong active listening skills with the ability to understand and analyze customer-agent interactions objectively and ability to motivate, coach, and develop team members
• Attention to Detail: Ability to pay attention to minute details and identify areas for improvement in calls
• Communication: Excellent verbal and written communication skills for delivering clear, actionable feedback to agents and management
• Analytical Skills: Strong analytical skills to assess and interpret call data and identify trends, potential issues, and areas for improvement
• Time Management: Ability to manage and prioritize multiple tasks and evaluations within a set time frame
• Software Skills: Familiarity with call monitoring software, CRM tools, or quality assurance platforms (e.g., Talkdesk, NICE, Verint, etc.) is preferred
• Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines
• Education: High school diploma or equivalent required; a college degree in business, communications, or a related field is a plus

Desirable

• In this role, you will listen to and analyze customer service calls to assess the quality of service, adherence to company protocols, and identify areas for improvement
• Your insights will be instrumental in maintaining high customer satisfaction levels and ensuring compliance with both internal and external standards
• Call Monitoring & Evaluation: Listen to recorded customer service calls to evaluate the quality of customer interactions, adherence to company guidelines, and accuracy of information provided
• Quality Assessment: Assess the tone, professionalism, clarity, and accuracy of agent responses, ensuring compliance with industry standards, policies, and regulations
• Provide Feedback: Offer constructive feedback and actionable recommendations to customer service agents based on call evaluations, helping them improve communication skills and customer handling techniques
• Training Support: Assist in the development and delivery of training materials for customer service agents, based on common trends or recurring issues identified during call analysis
• Reporting: Document and report key findings from call assessments, including identifying common customer concerns, recurring issues, or agent performance trends. Share insights with the quality assurance or team lead for further action
• Trend Identification: Identify patterns or recurring themes in customer interactions that could highlight areas for improvement in products, services, or processes
• Compliance and Standards: Ensure that agents follow established protocols and maintain compliance with company policies, privacy regulations, and customer service best practices
• Continuous Improvement: Collaborate with team leads and management to recommend strategies or procedural changes that could improve call handling, customer satisfaction, and agent performance
• Customer Experience Advocacy: Advocate for improvements in the customer experience based on insights gained from call evaluations, helping to align team performance with customer expectations

• We are accepting applications until May 14th, 2025 or until the role is filled. We encourage interested and qualified candidates to apply as soon as possible