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Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.
The fundamental purpose of a Quality Assurance Analyst (QA) is to ensure that quality and compliance guidelines are achieved on all calls taken from each agent at Centerfield Media. The QA will also make sure that agents, supervisors, team leads and other necessary departments are updated with client policies and procedures. One of the key objectives of a QA is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to assure that agents are provided with the development and coaching that they need.
Responsibilities:
Monitor/evaluate agent calls daily.
Meet departmental and/or provider evaluation goals.
Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity.
Coach and develop agents on calls monitored.
Track and document calls monitored, evaluation scores and trends on a daily basis.
Utilize company software to locate calls and listen to call recordings.
Attend trainings, meetings or calibrations to ensure that they are aligned (as needed).
Report daily production, scores, trends and other activities completed at that time.
Proactively establish healthy relationships with account managers, supervisors, team leads and agents.
Complete audit requests and quality related projects (as needed).
Satisfy high-level call evaluations/audits in a timely fashion.
Prove reliable and punctual as it pertains to attendance.
Skills/Attributes Required
Previous experience in Quality Assurance and contact center experience mandatory
Excellent written and verbal communication skills
Naturally curious and passionate with an entrepreneurial spirit
Customer centric attitude
Collaborative mindset
Loves to learn and has the ability the be coached and mentored
Ability to work in fast pace environment
Desire to meet and exceed measurable performance goals
Highly self-driven sense of motivation
Strong time management and organizational skills
Tech savvy (intermediate computer skills)
Skills/Attributes Desired:
Reporting skills
Presentation skills – Ability to speak to groups
Excel – higher skills desired
PowerPoint – Intermediate skills desired
Speech Analytics Software knowledge
Bachelor’s degree or established QA experience required
To learn more, visit us Here.
Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.
Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.
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