The role involves monitoring quality standards, providing coaching to agents, and generating performance reports. Additionally, the analyst will assist with candidate screening and interview scheduling for the recruitment process.
This is a remote position.
At MyVA Support we are seeking a multi-talented individual to join our team remotely. This role combines Quality Assurance responsibilities with HR tasks, focusing on maintaining high service quality standards while playing a key role in the recruitment process. The ideal candidate will ensure adherence to quality policies, provide coaching, generate performance reports, participate in strategy meetings to improve service quality, and assist with candidate screening and interview scheduling.
Key Responsibilities:
Monitor and analyze adherence to quality policies and procedures.
Provide effective coaching and feedback to agents.
Develop reports on top call drivers and opportunities for improvement.
Attend call calibration sessions and contribute to action plans for quality enhancement.
Execute internal monitoring and inform of suspicious behaviors.
Incorporating the additional responsibilities related to candidate screening and interview scheduling, the job description now includes:
Contact potential candidates to conduct initial screening to determine their suitability for the role.
Assist with the coordination and scheduling of interviews for qualified candidates.
Requirements
Proven experience in Quality Assurance and Recruitment whithin a call center/BPO environment. (2 years+)
Bachelor's degree preferred.
Fluent English (C1 level), with excellent communication skills.
Proficient in MS Office and data analytics.
Strong problem-solving, analytical abilities, and interpersonal skills.
Advanced Excel Knowdlege and skills
Benefits
Competitive salary, negotiable based on experience.
Opportunity to work 100% remotely with a dynamic and supportive team.
Continuous professional development and career growth.
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
