Quality Assurance Analyst

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At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Job Summary

Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision.

Job Responsibilities

1. Required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
2. Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development.
3. Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups.
4. Coordinates with Operations, IT, and Account Services to provide end user support and troubleshooting related to system and application issues.
5. Provides documentation of corrective action taken related to system and application technical modification.
6. Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies.
7. Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules.
8. Creates customized queries for end-user support.
9. Provides problem analysis and resolution in support of existing applications and projects.
10. Administers timekeeping functions via Alorica’s time reporting system.

Other Related Duties

1. Assists IT department in quality monitoring problem resolution.
2. Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems.

Job Requirements

Minimum Education and Experience:

1. Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred).
2. Significant experience in quality monitoring.
3. Exposure to telephony concepts and voice recording workflow (preferred).

Knowledge, Skills And Abilities

1. High-level understanding of voice recording technologies.
2. Clear understanding of agent administration in CMS.
3. Strong written and oral communication skills.
4. Strong analytical skills.
5. Familiarity of Alorica IT Business Processes.

Work Environment

1. Work is performed in a climate-controlled call center environment.
2. Occasional exposure to dust, electricity, and extreme temperatures.

Physical Demands

1. Occasional lifting, bending, sitting, and stooping.

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.