Quality Assurance Analyst at Centerfield | Powderkeg

Location: Montego Bay, JM

Employment Type: Full-time

Team: Call Center Operations

Hi, We're Centerfield.

Centerfield is a cutting-edge digital marketing and sales technology company headquartered in the heart of Silicon Beach with additional offices in New York, Boston, Florida, and Jamaica. Our growing organization continues to impact the AdTech space by providing end-to- end customer acquisition services and analytics for our high-profile clients, while also successfully tailoring every step of the customer's shopping experience.

How do we do this? Centerfield develops intelligent Big Data driven marketing and sales technology which drives more than two million sales each year for brands such as AT&T, Sprint, ADT, Spectrum, and CenturyLink. Our technology platform, Dugout, combined with our leading consumer guides and 1500 person sales and retention center deliver new customers at scale to top residential services, business services, and telecommunications brands worldwide.

We’re always interested in expanding our team with top talent. Our creative work environment allows for innovative ideas and encourages a collaborative team culture... make sure to check out our perks below!

_ ** Job Description**_

Ø Performs call monitoring in a sales environment to measure skills in use of scripts, product knowledge, greeting, diction, listening, etiquette, objection handling, efficiency and courteous close of call

Ø Provides feedback and coach agents in a manner that is professional and timely

Ø Coordinates and facilitates call calibration sessions

Ø Prepares and analyzes quality reports for management staff review

Ø Generates trending and escalates issues as needed; providing management with suggestions, statistics and general data to support process improvement recommendations

Ø Provides feedback to call center sales leaders and managers

Ø Works independently and adapts quickly and resourcefully to changing situations and business needs

Ø Provides guidance, training and support to the Sales leaders and Sales Experts

Ø Additional duties and special projects as assigned

_ ** Qualifications**_

Ø High School diploma or equivalent

Ø 2-4 years call center experience

Ø Excellent track record of call quality and performance

Ø Background in quality assurance (preferred)

Ø Has no CAF or attendance points exceeding 4

_ ** Additional Skills**_

Ø Excellent communication skills; both written and oral

Ø Great knowledge of Microsoft Office Suite

Ø Strong interpersonal skills; professional, courteous, positive, friendly and empathic

Ø Demonstrated ability to work in a team environment

Ø Strong multi-tasking skills

Ø Attention to detail, accuracy and timeliness are critical

Ø Must be able to work with minimal supervision; requiring a little assistance

Ø Strong problem-solving skills and the ability to make swift, sound judgments; offering solutions

Ø Ability to positively adjust to a rapidly changing environment

**To learn more, visit usHere. **

Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.

_Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law. _

Job Summary
  • Job Title
    Quality Assurance Analyst
  • Company
  • Location
  • Employment Type
    Full time
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