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Job Description
- Req#: 48806
Employer Industry: Business Process Outsourcing (BPO)
Why consider this job opportunity:
- Competitive compensation and benefits package designed to grow with you over time
- Opportunities for career advancement and internal promotions
- Participation in contests with cash bonuses and prizes, including electronics and vacations
- Comprehensive health benefits available after 90 days of employment
- Paid Time Off and a casual dress code for a comfortable work environment
- Engaging team-oriented culture that fosters collaboration
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 recommend process improvements
- 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
- Proficiency in using quality monitoring tools and software
How to Stand Out (Preferred Qualifications):
- Knowledge of BPO processes and best practices
- Familiarity with compliance standards and regulations relevant to the BPO industry
- Excellent analytical and problem-solving skills
- Strong attention to detail for accurate monitoring and evaluation
- Effective verbal and written communication skills
#BusinessProcessOutsourcing #QualityAssurance #CareerGrowth #CompetitiveBenefits #TeamCulture
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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
Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work-at-home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for the front office, back office, Digital, inbound, and outbound contact center support.
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