Quality Analyst - Call Center - Scott Merrick LLP

Quality Analyst - Call Center

A Global consultancy that provides innovative and transformative solutions to businesses worldwide are seeking a highly motivated and experienced Customer Service Quality Analyst to work with a new Call Center. You will be very analytical with strong Report Writing skills, and be responsible for a Call Center Team to meet the highest standards of quality, efficiency, and effectiveness. 

This is a W2 contract opportunity, initially for 9 months, working fully remote from home. 

Key Responsibilities/ Experience:

• Working on behalf of a Global Consulting firm, on a Call Center for a Major US Insurance Firm.
• You will have a track record as a Quality analyst/ Report Writer for reputable companies.
• This is an initial 9 months W2 contract role (no PTO). It has the possibility of going on longer than this.
• Role is fully remote / work from home. Equipment will be provided, and training paid.
• Initial Team Size will be around 12 people, made up of Call Center Agents, QA/ Report Writer, Team/ Shift Leaders and a Manager. This is likely to grow. This is a new call center for the client.
• Strong experience working in customer services and/ or a call center for a reputable organisation.
• PC Literate MS Office and CRM/ Call Logging systems experience. The team will be using will be doing Inbound/ outbound calls, emails and webchats.
• Shifts between 8am and 10pm Eastern Time, Monday to Friday and 8am to 5pm on Saturdays, up to 40 Hours per week. You will need to be available/ flexible to work all shifts.
• Interviews will be taking place via teams in the next 2 weeks with a view to starting (after checks completing), in July.

Please apply now for more information on the role: Quality Analyst - Call Center.

W2 Contract role, paying $20-$30 per hour.

Fully remote.