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Job Description
- Req#: 45526
Employer Industry: Business Process Outsourcing (BPO)
Why consider this job opportunity:
- Competitive compensation based on experience with various incentives and rewards
- Opportunity for career advancement and growth within the organization
- Comprehensive health benefits available after 90 days of employment
- Paid time off and holidays to support work-life balance
- Fun and engaging work environment with a casual dress code
- Paid training programs to enhance skills while earning a paycheck
What to Expect (Job Responsibilities):
- Monitor live or recorded calls to evaluate agent performance against established standards
- Develop evaluation forms to score calls based on communication skills and problem resolution
- Analyze call data to identify trends and areas for improvement
- Prepare detailed reports on agent performance and key quality metrics
- Provide constructive feedback to agents to enhance their performance
What is Required (Qualifications):
- High School Diploma or GED
- 2-3 years of experience in quality assurance or a similar role within a BPO environment
- Proven experience in data analysis and performance evaluation
- Strong understanding of industry-standard quality metrics such as NPS, AHT, and CSAT
- Excellent analytical and problem-solving skills
How to Stand Out (Preferred Qualifications):
- Familiarity with compliance standards and regulations relevant to the BPO industry
- Proficiency in using quality monitoring tools and software
- Strong attention to detail for accurate call monitoring and evaluation
- Effective verbal and written communication skills
- Ability to adapt to changing environments and manage multiple tasks simultaneously
#BusinessProcessOutsourcing #QualityAssurance #CareerGrowth #CompetitiveBenefits #TeamEnvironment
"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. 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
Mass Markets was founded in September 2015 by Anthony Marlowe after MCI, LC, a wholly owned Iowa City Capital Partners, LC Company acquired TMone, LLC. The company, headquartered in Iowa City, Iowa, is a Business Process Outsourcing (BPO) call center f...
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