State of Arizona
Call Center Quality Analyst
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Job Description
- Req#: 538533
Employer Industry: State Government
Why consider this job opportunity:
- Salary up to $47,564 annually
- Comprehensive benefits package including paid time off, medical, dental, and vision insurance
- Opportunity for career advancement with tuition reimbursement up to $5,250 per fiscal year
- Flexible work options, including the ability to work remotely within Arizona
- Supportive work culture focused on continuous improvement and employee autonomy
What to Expect (Job Responsibilities):
- Measure compliance against call center standards to enhance taxpayer experience
- Evaluate Call Center Representatives’ performance using quality assurance scoring tools
- Communicate feedback and implement solutions to improve representative performance
- Serve as a subject-matter expert on monitoring and scoring software
- Contribute to continuous improvement efforts and remain current on relevant laws and best practices
What is Required (Qualifications):
- Minimum of four years of experience as a quality assurance analyst in a call center
- Relevant degree or equivalent training and experience in a related field
- Strong verbal, written, and listening communication skills
- Proficiency in using call recording and quality monitoring platforms
- Ability to clear a comprehensive background check including Arizona tax compliance verification
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
#StateGovernment #QualityAssurance #RemoteWork #CareerAdvancement #EmployeeBenefits
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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
Arizona is on a mission to become the #1 state in the nation in which to live, work, play, get an education, and retire. Arizona state government plays a vital role in making this happen, and in order to maximize our potential the State of Arizona must operate in way that demonstrates a business-like approach. We are looking for enthusiastic and talented people to join the team.
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