Contact Center - Senior Quality Assurance (QA) Analyst

About the job
Contact Center - Senior Quality Assurance (QA) Analyst
Location: Remote in the USA
Travel: Ability to travel up to 25% (occasional travel domestic or international)
Employment Type: Full Time
Are you a distinguished Contact Center QA Analyst with hands-on experience using Conversational Analytics platforms to build content, analyze data and trends, recommend process changes, and improve client services within a contact center? As a successful QA Analyst, you will assist a client in transforming and optimizing their quality program as they shift from a traditional QA listening approach to a speech analytics automated Quality solution.
Responsibilities:

• Partner with Supplier and Client resources to determine the program's appropriate evaluation, scoring criteria, and methodologies.
• Partner with Supplier and Client resources to determine what insights and data are needed to drive the business and ensure systems are in place to deliver on business requirements.
• Partner with Supplier, Client, and Conversational Analytics partner to ensure needed content is built out effectively and measurements are calibrated and scored at the desired level of accuracy.
• Provide recommendations for additional content where appropriate.
• Partner with onshore and offshore analyst teams to ensure delivery of required client services and business outcomes.
• Represents the quality calibration standards for evaluation with the QA Analyst team, center managers/team leads, contact center stakeholders, and speech analytics partner.
• Identifies, analyzes, and reports on trends discovered through the evaluation process.
• Provides input on the design of quality monitoring scoring formats and standards and recommended tuning for the automated quality solution.
• Identifies best practices for the use of conversational AI in the management of agent effectiveness.

Qualifications for success:

• 5+ years of experience in a contact center environment, with significant time spent working in a contact center QA function or on an Analytics team.
• 2+ years of hands-on experience with Conversational AI such as CallMiner, NICE/Nexidia, Verint, Clarabridge, etc. CallMiner preferred (minimum one deployment)
• Proficient with Microsoft Office, including Excel and PowerPoint
• Previous experience with speech analytics tools and correlation to quality behaviors is a plus.
• Experience with PowerBI or Tableau Data Visualization tools is a plus.

Why you'll love it here:
Together we are better! - The core of the team is you and we celebrate the uniqueness each team member brings to the table. Our differences make us better and drive innovation globally.
With over 300 successful projects delivered, our culture and unique business model has landed us on the top of the INC 500 list of the nation's fastest growing private companies. With Eventus you can expect:

• Entrepreneurial and collaborative environment
• Competitive total rewards program
• Comprehensive benefit plans
• Professional training opportunities
• Engaging and fun culture
• Big business ambition with small company values
• Opportunity to work with industry leading, talented peers

Applicants can expect to make between $75,000 to $90,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education among other factors as required in the job description. In addition, this position is eligible for a target incentive bonus up to 5%.
Benefits
Eventus offers a wide range of benefits to full-time employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, EAP, critical illness insurance and a 401(k) plan. Eventus employees enjoy PTO of 15 days annually and a generous holiday schedule.
Eventus provides basic life and AD&D Insurance with option to purchase additional coverage. Short-term and long-term disability coverage is also offered. Eventus also offers tax saving accounts; HSA and FSA.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
http://eventusgcom/careers
(303) 376-6161