Quality Assurance Analyst I

Description (Why Work Here)

We Create Opportunity ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with 4,000 employees across 10 locations and 3 divisions.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too. We’ll provide you with the tools, training and a team who will guide you and help you grow. And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.  
  • Competitive salary
  • Uncapped referral bonus potential
  • Employee perk discounts that include local restaurants, gym memberships, event tickets, and more. 
  • Opportunities to gain valuable professional skills through on-going training
  • Career growth opportunities
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Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum qualifications:

  • Student of computer systems, administration or related careers (preferred)
  • Need to be 6 months within the AOL Campaign to apply.
  • 1 year of quality assurance experience in a call center environment (highly preferred)
  • Excellent oral and written communications skills (English)
  • Intermediate knowledge of Microsoft programs (Word, Excell, PowerPoint)
  • Positive attitude and ability to work under pressure
  • Good leadership skills
  • Schedule flexibility 
  •  Leadership skills
  • Clear English communicator (written and verbal)
  • Ability to focus on deadlines and deliverables
  • Ability to use logic and reasoning to identify strengths and weaknesses
  • A creative mindset – and the ability to approach a problem creatively

 

Qualifications (Why this position)

We Don’t Believe In Limits

 

We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.

 

In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors in order to assure call quality. This is an important position that will allow you to hone your leadership and analytic skills.

 

Responsibilities:

 

• All QA’s will be responsible for learning systems provided by the client and ERC for quality monitoring sessions, as is applicable.
• Outsourcing QA’s shall be held to a CCR:QA ratio of 45 reps; unless a specific ratio is indicated by the client this ratio is the standard.
• All QA’s are held accountable to a daily, weekly, monthly evaluation quota. This quota will vary based on client needs.
• All QA’s are to send weekly trends based on the information gather from their evaluation trackers.
• Mandatory representation from QA will be required on all calibration calls, including internal and external events.
• All QA reporting responsibilities and tasks will vary depending on program needs.
• To further develop their understanding of the client’s products, all QA’s will be required to acquire 4 hours of ACD time a month. Outsourcing QA’s are required to log-in to improve service level when needed.
• All QA’s are responsible for effective communication at all levels, including Client facing communications.
• All QA’s are responsible to always act in the best interest of ERC.

 

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

 

ERC is an Equal Opportunity Employer.

Job Overview

Date Posted

10/06/2021

Department

Quality Assurance

Location

Santo Domingo, Distrito Nacional, DO

Wage/Bonus/Pay:

GLENNYS HERNANDEZ

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