3-7 years of customer service, call quality, or call center experience
Experience transcribing and picking up certain key indicators/ information in calls
Attention to detail
Good communication & listening skills
Organized
Ability to create reports & presentations based off call information – proficiency in using and analyzing large data sets in excel and pivot tables. Ability to summarize findings
Bachelors Degree
Nice to Have:
Telecommunication Experience
Previous experience within a call center
Day-to-Day:
Insight Global is hiring for a Quality Call Analyst to sit 100% onsite for a large, telecommunication company. This person would be joining the Service Transformation Team within the Customer Operations Organization. This call quality Analyst will be joining a team comprised of program managers, business analysts, and other project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" to customers by incorporating the artificial intelligence tool. This call quality analyst will be listening and gathering context from customer calls with agents. This Quality Call Analyst will be listening to see what areas could have been improved in the call to better the customer experience or how they did giving the "next best offer" and analyzing it against other data points gathered for the calls
Pay ranges from $40-$50/hr based off of experience!
Seniority level
Associate
Employment type
Full-time
Job function
Analyst
Industries
Staffing and Recruiting
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