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Liveops is hiring work from home in many states!
Liveops is a call center company. This company provides insurance, health, and other services. This US-based company has more than 20,000 employees! They are hiring work from home independent contractors in many states!
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As a Quality/Audit Specialist you will manage quality initiatives for Liveops clients. You will leverage auditing processes and insights to improve agent productivity, refine quality of service, drive improved performance and report trends, issues and points of friction to the client.
The Purpose of Your Role
This position is responsible for driving client goals through quality assurance initiatives. This includes monitoring and evaluating the agent’s performance across multiple channels. This position requires a balance of engaging with agents to drive performance improvement while leveraging analytical capabilities to identify trends and clearly articulate findings including consumer friction points to the client.
The Expertise We’re Looking For
- 2+ years’ experience evaluating contacts & providing feedback, developing trends, updating processes
- Excellent verbal and written communication skills
- Solid computer literacy and technical aptitude; proficient in MS Excel and other MS Office Suite programs
- Attention to detail and accuracy, strong work ethic and a high level of integrity
- Strong organizational and time management skills with ability to meet deadlines and manage multiple priorities in a constantly changing environment
- Interpersonal skills to accomplish results with individuals and teams; resolve conflicts productively
The Skills You Bring
- Generate and analyze reporting to identify performance trends, training needs, and process improvements
- Perform root cause analysis and develop recommendations for improvement, track effectiveness
- Prepare and present weekly/monthly quality reports on performance with actionable insight
- Create and maintain QA metrics and process documentation
- Engage with agents one-on-one and in groups to improve quality adherence and the customer experience
- Investigate customer complaints and performance issues
- Assist with other tasks at the discretion of the Program Manager and at the client’s request
The Competencies You Bring
Adaptability, Attention to Detail, Planning & Organizing, Stress Tolerance, Communications, Data Gathering & Analysis, Presentation Skills
The Value You Deliver
- Proven ability to motivate agents with integrity and ethics in a call center or telecommunications environment
- Highly approachable, collaborative work style to support a results-oriented environment
- Ability to manage multiple projects simultaneously and work well with others under pressure
- Ability to work independently and/or with a team and meet deadlines
CLICK HERE TO APPLY NOW
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