JOB SUMMARY
Performs work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility.
Work is performed under general supervision.
JOB RESPONSIBILITIES
- Required to assist with Operations duties such as supporting inbound / outbound calls, chats, email and / or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
- Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound / outbound calls, chats, email and / or video as it relates to the current program in order to meet client requirements and / or ensure proper skill development.
- Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account / program groups
- Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues
- Provides documentation of corrective action taken related to system and application technical modification
- Manages user and group privileges, definition of users and groups, analysis of users / groups hierarchies
- Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
- Creates customized queries for end-user support
- Provides problem analysis and resolution in support of existing applications and projects
- Administers timekeeping functions via Alorica’s time reporting system
OTHER RELATED DUTIES
- Assists IT department in quality monitoring problem resolution
- Assists Quality Management Services group in developing / reviewing test plans, relative to new implementations of voice recording and quality monitoring systems
JOB REQUIREMENTS
Minimum Education and Experience :
- Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred)
- Significant experience in quality monitoring
- Exposure to telephony concepts and voice recording workflow (preferred)
Knowledge, Skills and Abilities :
- High-level understanding of voice recording technologies
- Clear understanding of agent administration in CMS
- Strong written and oral communication skills
- Strong analytical skills
- Familiarity of Alorica IT Business Processes
Work Environment :
- Work is performed in a climate-controlled call center environment.
- Occasional exposure to dust, electricity, and extreme temperatures
Physical Demands :
Occasional lifting, bending, sitting, and stooping
Equal Opportunity Employer Veterans / Disabled
30+ days ago