Bilingual Quality Assurance Analyst - Remote
ThriveworksSalary not specified
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Digital Marketing, Customer AcquisitionIndustries
Requirements
- Previous experience in Quality Assurance and contact center experience mandatory
- Excellent written and verbal communication skills
- Proven reliability and punctuality as it pertains to attendance
Responsibilities
- Monitor/evaluate agent calls daily
- Meet departmental and/or provider evaluation goals
- Effectively communicate with other members of the Quality team regarding strategies, processes, and procedures to ensure consistent productivity
- Coach and develop agents on calls monitored
- Track and document calls monitored evaluation scores, and trends daily
- Utilize company software to locate calls and listen to call recordings
- Attend training, meetings, or calibrations to ensure that they are aligned (as needed)
- Report daily production, scores, trends, and other activities completed at that time
- Proactively establish healthy relationships with account managers, supervisors, team leads, and agents
- Complete audit requests and quality-related projects (as needed)
- Satisfy high-level call evaluations/audits in a timely fashion
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary for the Quality Assurance Analyst position?
This information is not specified in the job description.
Is this a remote position or what is the location requirement?
This information is not specified in the job description.
What skills are needed for the Quality Assurance Analyst role?
Key skills include monitoring and evaluating agent calls, coaching and developing agents, effective communication with the Quality team, tracking evaluation scores and trends, and utilizing company software for call recordings.
What is the company culture like at Centerfield?
Centerfield emphasizes transparent, professional, and respectful relationships with account supervisors and team leads to ensure agent development and coaching, and is recognized as a Best Place to Work in Los Angeles by Built in LA.
What makes a strong candidate for this QA Analyst role?
Strong candidates will have experience in call monitoring, agent coaching, quality compliance, effective team communication, and proficiency with company software, along with the ability to meet evaluation goals and attend necessary trainings.
Centerfield
Customer acquisition through sales and marketing
About Centerfield
Centerfield focuses on customer acquisition through effective sales and marketing strategies, primarily using digital channels like text and chat. They create personalized buying experiences for customers and help major brands in home services and telecommunications close around 2,000,000 sales annually. Operating on a performance-based marketing model, Centerfield earns revenue by driving sales for clients, leveraging technology and skilled sales agents. Their goal is to be a trusted partner for brands looking to expand their customer base.
Los Angeles, CaliforniaHeadquarters
2011Year Founded
$151.7MTotal Funding
GROWTH_EQUITY_VCCompany Stage
Consulting, Consumer GoodsIndustries
1,001-5,000Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
401(k) Company Match
Paid Charity and Volunteer Days
Parental Leave
Performance Bonus
Risks
Integration challenges from Brainjolt acquisition may disrupt existing operations.
Regulatory scrutiny on social media platforms could impact Centerfield's advertising strategies.
Economic fluctuations may affect Centerfield's performance-based revenue model.
Differentiation
Centerfield's Dugout platform integrates real-time biddable media and automated call routing.
The acquisition of Brainjolt enhances Centerfield's social commerce capabilities on major platforms.
Centerfield's performance-based marketing model drives significant sales for leading global brands.
Upsides
Recognition as Best Overall SEM Solution boosts Centerfield's credibility in digital marketing.
Acquisition of Brainjolt expands customer acquisition through social media engagement.
Named 'Best Places to Work in Los Angeles' aids in attracting top talent.
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