LiveOps is Hiring Work from Residence in Most States!

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

The Goal of Your Position

This place is liable for driving consumer targets by way of high quality assurance initiatives. This contains monitoring and evaluating the agent’s efficiency throughout a number of channels. This place requires a steadiness of partaking with brokers to drive efficiency enchancment whereas leveraging analytical capabilities to establish developments and clearly articulate findings together with client friction factors to the consumer.

The Experience We’re Wanting For

• 2+ years’ expertise evaluating contacts & offering suggestions, creating developments, updating processes
• Wonderful verbal and written communication expertise
• Strong pc literacy and technical aptitude; proficient in MS Excel and different MS Workplace Suite packages
• Consideration to element and accuracy, robust work ethic and a excessive degree of integrity
• Robust organizational and time administration expertise with means to satisfy deadlines and handle a number of priorities in a continuously altering setting
• Interpersonal expertise to perform outcomes with people and groups; resolve conflicts productively

The Expertise You Carry

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

The Competencies You Carry

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

The Worth You Ship

• Confirmed means to encourage brokers with integrity and ethics in a name middle or telecommunications setting
• Extremely approachable, collaborative work type to assist a results-oriented setting
• Capacity to handle a number of tasks concurrently and work properly with others beneath stress
• Capacity to work independently and/or with a group and meet deadlines