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Call Center Technical Auditor

hace 3 meses

Mexico City Sagan A tiempo completo

Job Title: Call Center Technical Auditor - LATAM
Location: Remote (CST Time zone)
Salary Range: up to 1750 USD

Work Schedule: Monday-Friday, 8:00 AM to 4:00 PM CST

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

Client Overview:

Sagan represents a company committed to delivering exceptional call center operations through rigorous technical auditing and quality assurance.

Position Overview:

The Call Center Technical Auditor is responsible for evaluating and ensuring the technical quality and compliance of call center operations. This role involves conducting audits, analyzing performance data, identifying areas for improvement, and implementing corrective actions. The Technical Auditor ensures that all technical aspects of the call center adhere to company standards.

Key Responsibilities:

Technical Auditing:

  • Conduct regular audits of call center operations to ensure technical compliance with company policies and procedures.
  • Review and analyze call recordings, appointment/job details, and other technical data to assess performance and identify issues.

Quality Assurance:

  • Develop and implement quality assurance processes and procedures to improve technical performance.
  • Monitor and assess the technical aspects of customer interactions, providing feedback and recommendations for improvement.
  • Collaborate with the Team Leads to align technical auditing processes with overall quality goals.

Reporting and Analysis:

  • Prepare detailed reports on audit findings, including identified issues, recommendations, and corrective actions.
  • Analyze performance metrics and technical data to identify trends and areas for improvement.
  • Present audit results and improvement plans to Team Leads and management.

Training and Support:

  • Provide technical training and support to call center staff, ensuring they understand and adhere to technical standards.
  • Assist in the development and implementation of technical training programs for new and existing employees.
  • Offer guidance and support to resolve technical issues encountered by call center agents.

Continuous Improvement:

  • Identify opportunities to enhance technical processes and systems, driving continuous improvement initiatives.
  • Foster a culture of technical excellence and continuous learning within the call center.

Qualifications:

Education:

  • High school diploma or equivalent (required).
  • Bachelors degree in Business, Information Technology, Computer Science, or a related field (preferred).

Experience:

  • Proven experience in technical auditing, quality assurance, or a similar role within a call center environment.
  • Strong understanding of call center operations and software.

Skills:

  • Excellent analytical and problem-solving abilities and attention to detail.
  • Strong technical knowledge.
  • Ability to handle multiple tasks and prioritize effectively.
  • Proficient in using CRM software and other related tools.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Nice-to-Haves:

  • Experience with Gusto-supported countries.