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Call Center Quality Assurance Manager
hace 2 semanas
**Responsibilities**:
- Regularly reviewing and evaluating interactions between intake agents and potential clients via recorded call monitoring.
- Managing a team of one to three quality assurance agents.
- Providing constructive feedback aimed at improving individual and team performance.
- Ensuring standardization and compliance with communication guidelines.
- Tracking call performance metrics and generating comprehensive reports on findings.
- Identifying areas for improvement and developing strategies to optimize them.
**Key Requirements**:
- Proven experience as a Quality Assurance Specialist or similar role.
- Excellent listening, verbal, and written communication skills
- Full proficiency in English and Spanish are required.
- Exceptional attention to detail and strong organizational skills.
- CRM software experience is a plus, (HubSpot, Salesforce, etc.)
- Strong computer proficiency and the ability to independently resolve common technical challenges.
**Compensation: $5 -7 USD per hour, depending upon experience**
**Technical Requirements**:
- A quiet workspace free of distractions.
- A personal computer running Windows 10/11 or Mac OS X.
- A strong, stable internet connection.
- A USB headset for clear communication.
- Preferably a dual-monitor setup for increased productivity.
**Qualifications**:
- Prior experience in a call center or intake/customer service environment is required.
- Proficient in both English and Spanish communications, written and spoken.
Please submit your English resume, as only applicants with attached resumes will be considered.
**Salary**: $72.00 - $105.00 per hour
Expected hours: No less than 42.5 per week
**Experience**:
- Call Center: 2 years (required)
- Customer Service: 4 years (required)
**Language**:
- English (required)
- Spanish (required)
Work Location: Remote
