Tier II QA
Tier II QA Analyst
Summary: Ideal candidates will have experience with quality assurance in a customer contact center. A strong working knowledge of the Microsoft suite of products (Excel is mandatory), and using them to develop training guides as well as reports and reporting tools to measure individual and team progress. The ability to identify trends and outliers through call analysis, which may need further investigation or follow-up.
•Ability to lead by example, demonstrate White Glove customer support attitude at all times
•Quality monitor outsourced agents, track and trend performance/provide feedback & scoring
•Identify new training needs based on monitoring results and trends.
•Review agent transactions, notes, & change orders for accuracy. Report and analyze.
•Become product expert for all assigned clients supported by Ready Wireless/HH Ventures
•Will do Tier II support agent role when needed (emergency back-up)
•Other duties as assigned
•Previous QA experience preferred
•Analytical thinking skills
•Attention to detail
•Strong working knowledge of Ready Wireless/HH Venture clients & support systems
•Time management and self-discipline to excel in manual based environment with deadlines
•Leadership - ability to work well with others to achieve team based goals
How to Apply
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