Contact Center Quality Analyst, Sr. jobs in Birmingham, AL

Would you like to make a positive difference in the lives of everyone who works and lives around underground utilities in Alabama?
Alabama 811 is the state one call notification center for the state of Alabama. We process notification of proposed excavation activities and notify member underground facility owners to mark their facilities prior to the excavation activities to reduce potential damages to the facilities and protect the public.

In the role of Contact Center Agent, you will play a meaningful role in the operation of Alabama 811 by processing incoming locate requests.

What does this involve? You will:

• Collect required contact information from the caller quickly but courteously
• Identify and draw the proposed excavation site on a map using custom mapping tools to determine which Alabama 811 member utilities need to be notified at that location
• Record the type of work and other details utility personnel may require to properly mark their lines near the work site.
• Educate excavators on the one call process

Located in Fultondale, Alabama, Alabama 811 provides exceptional benefits, strong starting salary, and an encouraging work family. Alabama 811 promotes a policy of equal opportunity in all aspects of employment including recruitment, hiring, transfer, promotion, compensation, benefits, and training -- to all employees without regard to religion, age, sex, sexual orientation, gender identity, national origin, race, color, disability, genetic information, creed, Vietnam-era or disabled veteran status.

To be considered for this position you will need:

• Customer support skills
• 40 words per minute typing is required
• Understanding of how to read a map and basic directions
• Positive attitude
• Familiarity with web based phone and chat applications
• Fluency and English and Spanish
• Pass a pre-employment drug screen

This is an hourly role which will report directly to the Contact Center Supervisor.

Job Types: Full-time, Part-time
Salary: From $18.00 per hour (after 90 days)
Expected hours: 40 per week

Benefits:

• Paid time off

Schedule:

• Monday to Friday
• No weekends

Language:

• Spanish (Required)