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Quality Assurance Analyst I | Iowa City | Full-Time | Minimum 1 Year Experience | $24,000/Year + Bonus | Stock Contract

Quality Assurance Analyst I | Iowa City | Full-Time | Minimum 1 Year Experience | $24,000/Year + Bonus | Stock Contract

ID 
2016-1450
Job Locations 
US-IA-Iowa City
Job Post Information* : Posted Date 
8/25/2017
Department 
Quality Assurance
Type 
Full-Time
Min. Years Experience 
1
Wage Description 
$24,000/Year + Bonus + Stock Contract
Bonus 
Monthly
Employee Stock Contract 
Yes, Eligible At 1 Year
Education 
High School Diploma/GED
Reports To 
Director

MORE INFORMATION ABOUT THIS JOB

POSITION OVERVIEW

RAISE THE BAR

Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization and we are looking for the right candidates to join our world class team. As a Quality Assurance Analyst you’ll be helping ensure all aspects of quality assurance and adherence to client and corporate expectations. Your work is crucial to our continued success, and our compensation package and bonuses reward you for that contribution.


  • Employee Stock Contract After 1 Year
  • Full Medical, Dental & Vision Benefits
  • Paid Time Off and Paid Holidays
  • IRA Options and Life Insurance Options

  • Bonus Potential
  • Great Facilities and Fun Work Atmosphere

  • Positive Team Environment
  • Opportunity for Advancement
 Business Team 1 - Small

 

POSITION RESPONSIBILITIES

In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors in order to assure call quality. This is an important position that will allow you to hone your leadership and analytic skills. Additional responsibilities for the Quality Assurance Analyst position include:

  • Oversee all aspects of quality assurance including call monitoring, evaluation, and calibration scoring 
  • Provide coaching, training, and development to contact center agents
  • Educate agents, supervisors, and managers on Quality Assurance process
  • Track and identify reoccurring adherence problems and sales opportunities 
  • Analyze quality and performance trends to provide recommendations for improvement
  • Responsible for scheduling, facilitation, and documentation of regular continuous improvement meetings

CANDIDATE QUALIFICATIONS

Qualified candidates are willing to learn new programs, processes and technology.   Candidates should be positive, driven and confident and represent the company and its customers professionally at all times. The requirements listed below are representative of the knowledge, skill and/or ability required for this position. Primary qualifications include but are not limited to the following:

  • Quality assurance management experience in a call center environment and technologies; specifically, call monitoring and recording systems 
  • Excellent communication, verbal and written
  • Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group
  • Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures 
  • Outstanding organization, time management, and software skills (MS Office Suite). 

ABOUT US

 

As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 

 

Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

 

For more information visit www.massmarkets.com

 

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