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Quality Analyst Verifier

Company: HKT Teleservices
Location: Lincoln
Posted on: January 16, 2020

Job Description:

JOB DESCRIPTION Job Title: Quality Analyst Verifier Reports To: Q.A. Manager Temporary Contract Role Summary The Quality Assurance Verifications Representative is responsible for the internal reviewing, monitoring and scoring of Sales Associates in assigned business utilizing the call recording application. Administrative functions include setting up and maintaining scoring workbooks, identifying trends and bringing those trends to management's attention and managing the software application involved with monitoring. This position also monitors live calls when needed to support special initiatives and investigations. Tasks : -- Monitor service and sales calls to assess technical accuracy, sales performance and conformity to client scoring requirements -- Provides call monitoring trends data in scoring and monitoring systems to operations management lead -- Provides actionable data to various internal support groups as needed -- Works on a variety of assigned special projects Quality Analyst Verifier Skills and Qualifications : -- Prior experience working at a call center -- Excellent listening skills and/or reading skills -- Goal compliance -- Basic computer skills Competencies (Required Qualifications ) -- Experience: 1-3 years' experience as Call Center Advocate (sales, customer service or technical support) -- Prior quality assurance monitoring experience strongly preferred -- Strong product knowledge required -- Vocational certificate in subjects related to the position, can be substituted by job experience Key Performance Indicators (KPI's) To be determined Compensations and Benefits To be decided on by the Human Resources Manager Profile -- Organized -- Competent -- Able to work with tight deadlines -- Proficient with Windows -- Exhibits proficiency in email communications and website navigation -- Good communicator -- Experienced in providing feedback to advocates Work Conditions: -- General office or call center environment. -- Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components Listen to insurance calls and answer multiple choice client questions. There is no customer interaction This is a temporary contract lasting up to 1 month or more. There may be potential for a permanent full time offer at the end of this contract. Paid Training will start on Monday January 13th, 2020 from 8 am- 4:30 pm. Please stop by in person and apply at 5201 R St. Lincoln, NE 68504 M-F 8 am-5 pm. Or apply at www.hktjobs.com Call (402)434-2626 with any questions.

Keywords: HKT Teleservices, Lincoln , Quality Analyst Verifier, Professions , Lincoln, Nebraska

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