Address
Form of workJob Description
- Conduct call observations using an online observation system, Verint (call recording system), and Nexidia (data mining system) to deliver core customer experience data, analysis, and recommendations to the observation team to be communicated outward
- Complete 100% of assigned observations
- Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)
Required Skills & Experience:
- Prior Client's experience is highly preferred (working in Client's Call Center, call-center support, PM, or quality-related work)
- Client's product, B360, ACSS, Live People, and Qfiniti/Verint knowledge desired
- Proficient in Google Suite, and Microsoft Suite (Excel, Powerpoint, etc)
- Wireless Inside sale/ VBG sales experience
- Strong understanding of Call Center processes
- Strong listening and written/oral communication skills
- Strong analytical skills to uncover trends, opportunities and learning gaps
- Attention to detail
- Strong attendance is key to success and necessary to meet objectives
- Must have the ability to work independently and in a team environment
MUST HAVE SKILLS:
- Call Center Experience 4+ years
- High School degree
- Must be bilingual (Spanish- English)
Compensation
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on a number of factors, including but not limited to, a candidate’s qualifications, skills, competencies, experience, location and end client requirements).
Benefits and Ancillaries
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.
