Quality Assurance Associate

GET TO KNOW ALORICA

At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision.

JOB RESPONSIBILITIES

Required to assist with Operations duties such as supporting inbound / outbound calls, chats, email and / or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.

Transition between various clients or LOB's may require new hire training, nesting and supporting inbound / outbound calls, chats, email and / or video as it relates to the current program in order to meet client requirements and / or ensure proper skill development.

Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account / program groups

Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues

Provides documentation of corrective action taken related to system and application technical modification

Manages user and group privileges, definition of users and groups, analysis of users / groups hierarchies

Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules

Creates customized queries for end-user support

Provides problem analysis and resolution in support of existing applications and projects

Administers timekeeping functions via Alorica's time reporting system

OTHER RELATED DUTIES ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ??

Assists IT department in quality monitoring problem resolution

Assists Quality Management Services group in developing / reviewing test plans, relative to new implementations of voice recording and quality monitoring systems

INTERNAL APPLICANTS MUST MEET THE FOLLOWING REQUIREMENTS :

To be considered you must meet the following criteria :

You must have worked at Alorica for a minimum of six months (or tenured in your most recent position for 6 months).

You must be meeting expected performance metrics in your current position.

You do not have any Active Final Corrective Actions or Warnings.

If you are not sure of your status, please check with your Manager or Human Resources Partner.

JOB REQUIREMENTS

Minimum Education and Experience : ?

Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor's degree preferred)

Significant experience in quality monitoring

Exposure to telephony concepts and voice recording workflow (preferred)?

Knowledge, Skills and Abilities :

High-level understanding of voice recording technologies

Clear understanding of agent administration in CMS

Strong written and oral communication skills

Strong analytical skills

Familiarity of Alorica IT Business Processes

Work Environment :

Work is performed in a climate-controlled call center environment.

Occasional exposure to dust, electricity, and extreme temperatures

Physical Demands :

• Occasional lifting, bending, sitting, and stooping

Equal Opportunity Employer - Veterans / Disabled