• Job Description

  Req#: QASPE001305
  Job Type: Full Time
  Hours: M-F, Staggered shifts
  Salary: $25.00 Hourly
  
  About AnswerNet
  AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.
  
  Summary of Position:
  We are seeking a detail-oriented and dedicated Quality Analyst for our call center team. This role involves evaluating customer interactions through call monitoring, providing feedback, and identifying training needs. The ideal candidate should have strong communication skills and a passion for customer satisfaction. The Quality Analyst will also prepare PowerPoint summaries of surveys for management.
  
  Responsibilities:
  • Monitor and evaluate recorded and live customer interactions to assess agent performance and adherence to quality standards.
  • Use standardized evaluation forms and guidelines to provide objective feedback on call quality, customer service skills, and compliance with company/client policies.
  • Identify trends and recurring issues in customer interactions and work with the operations team to develop targeted coaching and training programs.
  • Collaborate with call center managers to address performance gaps and implement action plans for continuous improvement.
  • Participate in calibration sessions with other Quality Analysts/Operations/Client and/or call center leadership to maintain consistency in evaluation scores and feedback.
  • Conduct regular one-on-one feedback sessions with call center agents to review evaluation results and provide constructive coaching and feedback.
  • Prepare PowerPoint summaries of surveys and evaluations, highlighting key insights and trends to be presented to call center management.
  • Foster agent engagement through creative games, team-building exercises, and interactive activities to promote a positive and motivated work environment.
  • Maintain accurate and up-to-date records of evaluations and performance improvement plans.
  • Collaborate with the Quality Assurance team to identify opportunities for process improvement and optimization.
  • Stay informed about best practices and emerging trends in customer service and call center operations.
  • Support the onboarding process for new call center agents by assisting in training and providing guidance on quality expectations.
  • Contribute to the development and refinement of quality assurance guidelines and criteria.
  
  Required Education / Certifications/ Experience:
  • Minimum 1 year of Call center, customer service, or supervisory experience required with a strong history of managing multi-functional teams.
  • Should have experience with creating and implementing coaching plans and collaborating with team members to meet the SLAs.
  • Must have basic knowledge of MS Office, including Word, Excel, and PowerPoint. Experience with spreadsheets and reports to derive usable data will be preferred.
  • Must be a team player and have the ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Must have experience communicating with Sr. Management during Virtual meetings and emails using exceptional verbal and written communication skills.
  • Minimum one year ACA sales experience
  • Proficiency with sales closing techniques
  • High school diploma or equivalent
  
  Language
  • English as a primary language
  Skills Required
  Must be able to:
  • Speak, read, write, and understand English.
  • Provide legible communication and directions.
  • Think clearly, remaining calm and resolving problems using good judgment.
  • Follow directions thoroughly from senior management and work cohesively with co-workers as part of a team.
  • Work with minimal supervision and adapt to a constantly changing environment.
  • Must provide a Windows-based computer running Google Chrome (Chromebooks, Stream Books, tablets are not compatible).
  • Dual monitors and a webcam are required.
  • Provide USB-connected Headphones with a Microphone and a Mute Button. (Bluetooth is unacceptable.)
  • Completion of pre-screening assessment
  
  Schedule
  • The ability to commit to a 40-hour work week within our hours of operation of 8:30 AM to 6:30 PM EST.
  • Training begins in early October.
  • Production begins on November 1st and continues until December 15th.
  • 100% attendance is required for both training and production
  • One 30-minute unpaid lunch break and two 15-minute paid breaks.
  
  License/Certification
  • Health Insurance License (Required)
  • South Carolina Health Insurance License (Required)
  • Federally Facilitated Marketplace (FFM) Certification (Required)
  
  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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