Business Process & Quality Assurance Analyst
ContactUs - Columbus, OH

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Department: Contact Center
Position Type: Full-time, Non-Exempt
Salary Range: TBD
Hours/Shift: 1st shift
Posting Date: Sept. 6, 2013

What you’ll do:
Analysts listen to a variety of recorded calls identifying specific key words and phrases that are used in building custom speech analytics reports. Analysts also will listen to recorded calls and evaluate the content and quality of the calls following the client’s call quality guidelines. Analysts may also assist with inbound and outbound calls when need.
Tasks:

  • Listens to recorded calls and identify key words and phrases
  • Assigns an outcome code to the phrase or word to be used as part of filtering process
  • Provides additional documentation to describe additional information to be used in building a library of speech algorhithms
  • Evaluates the content and quality of calls in accordance with the client’s call quality guidelines

Skills/Competencies:

  • Excellent listening skills
  • Attention to detail and strong multi-tasking skills
  • Demonstrated ability to work effectively in a team environment
  • Ability to handle repetitive work without becoming impatient
  • Maintains a consistent work pace for long periods of time
  • Maintains continuity of normal workflow despite interruptions
  • Ability to adhere to established routines and procedures

What you’ll get:

  • Excellent benefits package that includes medical/dental/vision, life and disability coverage
  • Paid time off
  • Ongoing personal and career advancement opportunities
  • Referral bonus
  • Free parking
  • Opportunities to participate in company-sponsored events, such as cookouts, concerts, outings, races and other incentives
  • Access to great restaurants and public transportation (many within a mile of the office)

Experience/Education:

  • Experience in a professional work environment
  • High school diploma/GED certificate required; higher education preferred

ContactUS Communications is an equal opportunity employer.


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About this company
4 reviews
ContactUS Communications is a technology firm dedicated to helping our Fortune 500 and Inc. 500 clients improve their customers’...