LiveOps Inc.

Quality Audit Analyst

US-Remote
ID
2017-1072
Talent Acquisition Demand
1
Category
Operations

Overview

In the Quality Audit Analyst role, you will manage quality assurance initiatives and oversee daily audit communications and operations for key LiveOps clients. You will leverage auditing processes and insights to improve agent productivity, refine quality of service and drive improved performance.  You’ll provide leadership and direction to a team of QA agents who are responsible for monitoring calls and offering feedback to our agents. You will provide data and analysis for both clients and internal teams. You’ll be responsible for monitoring the day-to-day operations and performance of the audit team, including achievement of all assigned metrics and quality objectives.

Responsibilities

  • Define and implement audit process, question sets, procedures and quality control standards for clients
  • Interface with clients and internal teams to define audit and performance metrics that align with client expectations
  • Facilitate, evaluate, and execute ongoing audits and calibrations to ensure compliance and quality performance from both agents and auditors
  • Own reporting and analysis for audits and calibrations
  • Leverage data and monitoring tools to track agent performance at program and individual levels and share results with program teams
  • Analyze data to identify trends, issues, and potential improvement opportunities for programs
  • Investigate customer complaints and performance issues
  • Resolve audit questions, disputes and escalations through internal and client tools
  • Work cross-functionally to certify auditors on internal and client tools and processes
  • Assist with other tasks at the discretion of the Audit Manager  

Qualifications

  • Proven ability to lead, direct and motivate staff with integrity and ethics in a call center or telecommunications environment
  • Experience implementing effective QA processes focused on driving superior customer service
  • Strong analytical, problem solving and decision-making abilities
  • Highly approachable, collaborative work style to support a results-oriented environment
  • Ability to manage multiple projects simultaneously and work well with others under pressure.
  • Ability to work independently and meet deadlines
  • Excellent verbal and written communication skills
  • Solid computer literacy and technical aptitude
  • Proficient in MS Excel and other MS Office Suite programs
  • Strong work ethic and attention to detail
  • Prior insurance and customer service experience preferred
  • Bilingual a plus
  • BA or BS preferred

About Liveops

Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.

 

More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

 

LiveOps offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

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