QA Monitor

UnifyCX is growing, and we are looking for an experienced Quality Assurance Monitor to join our motivated and ambitious PH team.

What Will You Do?

As the QA Monitor, you will be responsible for the auditing, compliance, quality, and improvement of contact center call/ chat/ email transactions through live, recorded or side-by-side call/ transaction monitoring using available resources.

This role may also be leveraged to help coach or improve agent call/ transaction handling capabilities. The QA Monitor is also expected to provide insights to the operations teams particularly on call trends, customer pulse, call/ transaction handling opportunities,s and other business information that allows operations to improve the customer experience.

In this role, you will:

• Audit live/ recorded calls or transactions (voice, email, and/ or chat) of contact center agents and support
• Grade transactions in accordance to the quality metrics of the account
• Coach outlier agents to help improve call/ transaction handling capabilities
• Provide daily/ weekly/ monthly QA insight reports to the Operations Team
• Draft QA processes in line with account expectations
• For sales accounts: sample sales transactions and validate for integrity and compliance
• Assist training in conducting policy/ process changes or recursive/ continuous learning modules
• Live-call taking of at least 2 hours per week (or more as needed by the account or by business demand)
• Complete leadership development courses and continuous learning modules relevant to the role and the account
• Other assignments as deemed necessary by the Program Manager or Senior Operations Manager
  
  
  

Who You Are:

To be considered, candidates are expected to have the following:

• At least 2 years of college
• College graduate preferred but not required
• At least 1-year experience as a Quality Assurance Specialist
• At least 1-year experience as front level agent
• Has handled sales, customer service, finance, tech, or retail accounts
• Excellent communication skills
• A people person, highly approachable with a passion for employee development and retention
• Knowledgeable in Microsoft Office applications
• A team player
  
  
  

Who We Are:

UnifyCX is a Louisville KY USA-based company that provides personalized contact center, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.

“Putting People First” is not just a motto; it’s who we are and what we do. We value our employees, customers, and communities. We don’t hire for jobs; we help employees map out careers with us and have an enviable retention rate. Many clients have been with us for decades because we go beyond.

Education: Bachelor’s degree or equivalent combination of education and experience.

Hours: Must be able to work flexible schedule if business requires – typical hours will be Mon-Fri regular US business hours.

Benefits: GlowTouch offers a comprehensive benefit package with HMO and life insurance on day 1.

UnifyCX is a certified woman-owned business and an EOE employer who welcomes diversity.

COVID-19 considerations:

To keep our employees safe, masks are required, hand sanitizer and wipes are provided, and cubes are spaced to maintain a social distance of 6 feet