Call Center Quality Analyst

Our Vision

Be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results.

Our Mission

Empower and support our employees to reach unimaginable heights while growing our business to make a global impact.

Do you have at least 1 year Call Center experience and strong analytical skills? Would like to be part of the Continuum Quality team? If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY 

ESSENTIAL FUNCTIONS 

• Analyzes interactions for quality issues and improvement opportunities and makes recommendations for leadership to review 

• Identifies potential problem areas and suggests ways to improve them 

• Identifies problems in straightforward situations, and makes sound decisions using standard procedures 

• Works within established procedures with a moderate degree of supervision 

• Communicates an agent's progress to the agent's supervisor based on observed interactions 

• Participates in or facilitates calibration sessions, internal and external 

• Escalates quality-related issues to leaders as appropriate 

• Conducts special quality audits as required by the business 

• Conducts QA talks for learners in classroom training 

• Coordinates with supervisors on the schedules and availability of assigned agents to ensure that audit requirements are met 

• On-boards new Quality Analysts in the team 

• Keeps track of daily and weekly personal audit compliance 

• Takes interactions as directed by management  

REQUIRED EDUCATION AND EXPERIENCE

• 18+years of age
• High School diploma or higher 
• 1 year call center experience - Telecommunications preferred but not required 
• If remote - 10mbps download speed, 2mbps upload speed 
• must supply their own USB headset for the role

PERKS and BENEFITS

• Access up to 50% of your pay immediately after your shift
• Health insurance (medical, dental, vision) & other benefits
• Paid Training (Virtual)
• Opportunity to grow
• Overtime Available
• Pet Insurance
• Flexible, Hybrid or Remote
• Opportunity for Professional Development

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.