The Christian Broadcasting Network · 13 hours ago
Remote Contact Center Quality Assurance Specialist
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Responsibilities
Accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution.
Understanding the organization’s business objectives and goals.
Analyzing recorded audio and audio-based data sets for critical insights, patterns, and trends.
Communicating analysis and proposing solutions to the organization.
Collaborating with operations and staff management using data and speech analytics.
Interpreting and driving effective execution of various department initiatives.
Determining how to improve call performance metrics and increase customer satisfaction.
Providing excellent execution of contact center programs including phone interactions, email, social media, and others.
Requirements gathering; definition, documentation, identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.
Creation of analytical reports designed to help the team achieve business goals.
Qualification
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Required
Ability to work from home with access to a high speed internet router
Business Analysis and/or Quality Analysis background desired (1-3 years total professional experience)
Knowledgeable in call center metrics
Familiar with database query strings
Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data
Individual must be a confident team player who can work well with others, mentor new team members and provide constructive feedback
Excellent communication skills and a positive attitude are required for daily interaction with data consumers
Demonstrated ability to use various analytical tools and techniques to evaluate business problems and formulate solutions
Ability to engage in multiple initiatives simultaneously
Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must
Preferred
CallMiner Eureka speech analytics, SalesForce.com, SQL/SSRS a plus
Bachelors degree desired. Prefer focus areas in Business, Analytics, Information Technology, Linguistics, English, or similar
Fluency in Spanish language a plus
Benefits
Healthcare for full time positions
Company
The Christian Broadcasting Network
CBN is a global nonprofit ministry demonstrating the love of God and sharing the Gospel of Jesus Christ through media evangelism and humanitarian aid.
Funding
Current Stage
Late StageRecent News
2024-02-10
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