Position: Call quality/ Reporting analyst
Location: Onsite- Stamford, CT
Pay Rate: 45-47/hr
Interview Process: 2 rounds including transcript exercise
Must Haves:
Nice to Have:
Day-to-Day:
Insight Global is hiring for a Quality Call Analyst to sit 100% onsite for a large, telecommunication company. This person would be joining the Service Transformation Team within the Customer Operations Organization. This call quality Analyst will be joining a team comprised of program managers, business analysts, and other project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" to customers by incorporating the artificial intelligence tool. This call quality analyst will be listening and gathering context from customer calls with agents. This Quality Call Analyst will be listening to see what areas could have been improved in the call to better the customer experience or how they did giving the "next best offer" and analyzing it against other data points gathered for the calls.
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