Analyst 1 - QA

Monitors, dispositions, scores and provides QA feedback on calls and/or chats.Come for the Job stay for the Career!

Our team is growing –  We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime. 

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated, and valued. Simply put – these are the experiences you will use to deliver world-class results to our customer base. 

If you consider yourself to be a team player, goal-oriented and possess a passion for helping others; apply to become a part of the Etech Global Services Team. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of:  Basic Computer operations including keyboarding, proper English grammar and syntax, Company policies and procedures as outlined in Employee handbook.

Ability to: Communicate information to internal customers, peers, external clients/customers, and enter information into monitoring tool.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to effectively monitor team members by using the relevant tools and provide summarized feedback to Leaders when required.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written form. 

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee frequently is required to reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

quality

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

About Us: 

Globally, we are over 3000 strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem-solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other. 

Visit us: www.etechgs.com

What We Offer: 

• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service 
• Leadership Program
• Paid Training
• Career Advancement Program
• Bonuses and incentives based on campaign
• Monthly Rewards and Recognition and Birthday Club
• Opportunity to participate in Monthly Give Back Initiatives for the Community
• Tuition Reimbursement

What You Will Be Doing

• Monitors, dispositions, scores and provides QA feedback on calls and/or chats
• Assesses quality adherence based on QA audit form per account
• Prepare for and actively participate in Calibration sessions when needed.
• Effectively communicate with internal and external clients
• Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines
• Be open and responsive to consistent coaching.
• Acts as a role model at all times adhere to high ethical standards.
• Takes responsibility and initiative to develop core skills and competencies being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.

What We Expect You To Have

• High School Certificate and call center experience
• 3-4 CXCs inclusive of English Language & Mathematics
• Minimum 6 months plus work experience as a Quality Analyst in the BPO industry
• Computer proficiency in MS Office 
• Flexiblility in working hours is a must
• Good oral & written English skills and interpersonal communication skills
• Exceptional listening and analytical skills
• Ability to effectively organize, prioritize, multi-task and manage time
• Ability to work independently
• Excellent attention to detail
• Ability to exercise strict confidentiality in all matters
• Be able to type 30WPM or more