Quality Assurance Analyst

A Good Job

_em_RECRUITING FRAUD ALERT: We have been made aware of unauthorized recruiting agencies or people impersonating Centerfield employees that have been posting fraudulent jobs on third-party sites. All of our open jobs are posted here on our official Careers page, official LinkedIn account, official Builtin LA Account, or official Indeed/Glassdoor pages, so if it’s not there, it’s not us!_br /__br /__/em__em_Any outreach by our Talent Acquisition team will come from [@] centerfield [dot]com email domains._br /__br /__/em__strong_Hi, We're Centerfield. _br /__br /__/strong_Super-powered customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com , reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and proud to be recognized as a Best Place to Work in Los Angeles._br /__br /_The fundamental purpose of a Quality Assurance Analyst (QA) is to ensure that quality and compliance guidelines are achieved on all calls taken from each agent at Centerfield Media. The QA will also make sure that agents, supervisors, team leads and other necessary departments are updated with client policies and procedures. One of the key objectives of a QA is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to assure that agents are provided with the development and coaching that they need._br /__br /__strong_Responsibilities_br /__/strong__ul__li_ Monitor/evaluate agent calls daily._/li__li_ Meet departmental and/or provider evaluation goals._/li__li_ Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity._/li__li_ Coach and develop agents on calls monitored._/li__li_ Track and document calls monitored, evaluation scores and trends on a daily basis._/li__li_ Utilize company software to locate calls and listen to call recordings._/li__li_ Attend trainings, meetings or calibrations to ensure that they are aligned (as needed)._/li__li_ Report daily production, scores, trends and other activities completed at that time._/li__li_ Proactively establish healthy relationships with account managers, supervisors, team leads and agents._/li__li_ Complete audit requests and quality related projects (as needed)._/li__li_ Satisfy high-level call evaluations/audits in a timely fashion._/li__li_ Prove reliable and punctual as it pertains to attendance._br /__br /__/li__/ul__strong_Skills/Attributes Required_br /__/strong__ul__li_ Previous experience in Quality Assurance and contact center experience mandatory_/li__li_ Excellent written and verbal communication skills_/li__li_ Naturally curious and passionate with an entrepreneurial spirit_/li__li_ Customer centric attitude_/li__li_ Collaborative mindset_/li__li_ Loves to learn and has the ability the be coached and mentored_/li__li_ Ability to work in fast pace environment_/li__li_ Desire to meet and exceed measurable performance goals_/li__li_ Highly self-driven sense of motivation_/li__li_ Strong time management and organizational skills_/li__li_ Tech savvy (intermediate computer skills)_br /__br /__/li__/ul__strong_Skills/Attributes Desired_br /__/strong__ul__li_ Reliable internet connection and speed – Employee will work remotely and eventually transition to site full time._/li__li_ Reporting skills_/li__li_ Presentation skills – Ability to speak to groups_/li__li_ Excel – higher skills desired_/li__li_ PowerPoint – Intermediate skills desired_/li__li_ Speech Analytics Software knowledge_/li__li_ Bachelor’s degree or established QA experience required_br /__br /__/li__/ul__strong_To learn more, visit us _/strong_ _strong_Here_/strong_ _strong_. _br /__br /__/strong_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._br /__br /_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/ ._br /__br /__em_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._/em_