Software Quality Analyst jobs in Mesa, AZ

Job Title: Call center Quality Specialist

Location: Chandler, AZ

Duration: 6 Months Contract

Rate: $19 Hourly

Schedule: Must be local as candidate will be needed to work on-site on a Hybrid schedule a couple days per month* (Potential on Wednesday and Thursday. *Subject to change based on business needs).

Current Hours: Monday- Friday 7AM-5PM (shifts must be between these hours). Candidate needs to be available to work OT during the week or on weekends and Holidays (except for Thanksgiving or Christmas day).

Education - Minimum High School

Job Description

Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within call centers and their corresponding external business partners. The observations from which are used to develop performance trending while identifying performance gaps. Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.

Essential Job Functions

Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.

Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.

Leverage recording/monitoring application to compile data, generating reports to support business goals.

The Following Functions/accountabilities Are Essential For All Jobs

Work collaboratively with team members

Meet regular performance expectations

Strong written communication skills

Strong Attention To Detail And Organizational Skills Are Required

Knowledge of Microsoft Office applications (Word, Excel, etc.)

Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)

Ability to maintain regular and predictable attendance to support team and business objectives.

Capability to work flexible hours, which may include day, evening and weekend hours.

Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).

Attendance and Punctuality are essential for this position

Must have functional high speed internet connection that will facilitate working from home.

Preferred Skills

Bilingual: Spanish

Working knowledge of recording platform (e.g. NICE) is a plus.

Requirements

Automotive finance experience preferred.

Notes

This person will be doing Phone evaluation – Sales, Back office, making Costumer is not impacted – Listening the call, making sure the process is going all correct.

Bilingual – Spanish

Transactional data –Validate and check

Quality Assurance

Critical thinke