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Call Center Quality Analyst
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Job Description
- Req#: 538533
Employer Industry: Government Services
Why consider this job opportunity:
- Salary up to $22.87/hour
- Comprehensive benefits package including paid time off, medical, dental, and vision insurance
- Opportunities for higher education discounts and tuition reimbursement up to $5,250 per fiscal year
- Flexibility of remote work options within Arizona
- Supportive work culture that encourages continuous improvement and professional development
What to Expect (Job Responsibilities):
- Measure compliance of Call Center Representatives against established phone standards to enhance taxpayer experience
- Utilize quality assurance scoring tools to evaluate Call Center Representatives during phone calls and other communications
- Identify trends affecting taxpayer experience and communicate findings to management
- Provide feedback and coaching to Call Center Representatives to improve performance
- Assist in the development of solutions to address performance gaps and support agency objectives
What is Required (Qualifications):
- Minimum of four years of experience as a quality assurance analyst for a call center
- Knowledge of customer service principles and call center workflows
- Strong verbal, written, and listening communication skills
- Proficient in the use of call recording and quality monitoring platforms
- Ability to clear a comprehensive background process including tax compliance verification and criminal background check
How to Stand Out (Preferred Qualifications):
- Associate's Degree in Business Administration or a related field
- Experience with Continuous Improvement/LEAN methodologies
- Bilingual in English and Spanish
#GovernmentJobs #QualityAssurance #RemoteWork #CareerAdvancement #ContinuousImprovement
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