Job Description

Job Title: Help Desk Contact Center Quality Assurance Analyst - Remote Opportunity Company: National Telecommuting Institute-NTI, Inc. Location: Remote Start Date: February 1 st 2025 Are you looking to jumpstart your career, return to work after a break, or gain valuable experience in the call center tech field? NTI, Inc. is here to help We specialize in placing Americans with disabilities and their caregivers in remote, work from home positions. We are excited to offer an amazing opportunity to join our team as a Help Desk Contact Center Quality Analyst. Why NTI, Inc. is the Right Fit for You Remote Work : Enjoy the flexibility of working from home. Inclusive Culture : We believe in providing opportunities for all individuals, including those returning to work or transitioning careers. Position Overview As a Help Desk Contact Quality Assurance Analyst, you will provide critical Quality Assurance support to contact center agents of the FSD Help Desk. Your role involves overseeing and evaluating the quality of interactions handled by the remote contact center agents, with a focus on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement. Key Responsibilities Team Leadership & Development : Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service. Provide guidance, training, and mentoring to Help Desk agents on best practices for ensuring quality standards are met in customer interactions. Develop and deliver ongoing coaching to agents based on quality assessments. Operational Excellence : Ensure quality assurance processes are effectively applied across inbound contacts. Monitor and evaluate call, chat, webform, and ticketing data to identify trends and areas for improvement. Analyze quality metrics and collaborate with the operations team to implement improvements. Performance Management & Reporting : Assist the Project Manager in compiling and analyzing performance data. Provide detailed feedback to agents regarding their performance. Report on quality trends and recommend corrective actions to senior leadership. Collaboration & Escalation : Work closely with Project Manager to identify and escalate issues requiring executive-level attention. Facilitate clear and effective communication across teams. Compliance & Continuous Improvement : Recommend improvements to telephony, ticketing systems, and self-help tools based on quality findings. Conduct regular audits of customer interactions. Other Duties : Perform additional responsibilities as assigned. Minimum Requirements Must pass a Federal Background check. Proven ability to analyze and evaluate agent behavior. Ability to comprehend, educate, and enforce relevant policies/procedures. Self-directed, highly motivated change agent. Manage priorities in a fast-paced environment. Proficient in Microsoft products. Excellent communication skills. Proven analytical thinker. Excellent technical skills. Must be comfortable working while being on camera. Work from Home Office Requirements : Ability to meet the home office set-up requirements (details provided upon hiring). Preferred Qualifications 1-3 years of QA experience in a Contact Center environment. 1-3 years of QA experience on government contracts. ISO-9001/Lean Six Sigma experience. What We Offer A 100% remote environment with excellent benefits for full-time employees, including generous employer contributions to health and dental benefits, a health savings account (HSA), a flexible spending account (FSA), and a 403b plan with employer contributions. We provide generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months. We also offer tuition reimbursement. If you're ready to join a company that values diversity, inclusion, and career growth, apply today J-18808-Ljbffr Talent Bridge Group, LLC.

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