LiveOps is Hiring Work from House in Most States!

As a High quality/Audit Specialist you’ll handle high quality initiatives for Liveops purchasers. You’ll leverage auditing processes and insights to enhance agent productiveness, refine high quality of service, drive improved efficiency and report tendencies, points and factors of friction to the shopper.   

The Objective of Your Function

This place is accountable for driving shopper objectives via high quality assurance initiatives. This consists of monitoring and evaluating the agent’s efficiency throughout a number of channels. This place requires a steadiness of participating with brokers to drive efficiency enchancment whereas leveraging analytical capabilities to determine tendencies and clearly articulate findings together with client friction factors to the shopper.

The Experience We’re Wanting For

• 2+ years’ expertise evaluating contacts & offering suggestions, growing tendencies, updating processes
• Glorious verbal and written communication expertise
• Stable laptop literacy and technical aptitude; proficient in MS Excel and different MS Workplace Suite applications
• Consideration to element and accuracy, sturdy work ethic and a excessive degree of integrity
• Robust organizational and time administration expertise with skill to fulfill deadlines and handle a number of priorities in a continuously altering atmosphere
• Interpersonal expertise to perform outcomes with people and groups; resolve conflicts productively

The Expertise You Deliver

• Generate and analyze reporting to determine efficiency tendencies, coaching wants, and course of enhancements
• Carry out root trigger evaluation and develop suggestions for enchancment, observe effectiveness
• Put together and current weekly/month-to-month high quality stories on efficiency with actionable perception
• Create and preserve QA metrics and course of documentation
• Have interaction with brokers one-on-one and in teams to enhance high quality adherence and the client expertise
• Examine buyer complaints and efficiency points
• Help with different duties on the discretion of the Program Supervisor and on the shopper’s request

The Competencies You Deliver

Adaptability, Consideration to Element, Planning & Organizing, Stress Tolerance, Communications, Knowledge Gathering & Evaluation, Presentation Expertise

The Worth You Ship

• Confirmed skill to inspire brokers with integrity and ethics in a name middle or telecommunications atmosphere
• Extremely approachable, collaborative work fashion to help a results-oriented atmosphere
• Capacity to handle a number of tasks concurrently and work effectively with others below strain
• Capacity to work independently and/or with a workforce and meet deadlines