Fantastic Opportunity for a Top-Notch Quality Assurance & Reporting Specialist!

Document created by debtalentpro on Dec 21, 2017
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The Specialist is responsible for the analysis of customer conversations/interactions utilizing an advanced speech analytics solution. The Specialist must have complete knowledge of our product and all destinations.


  • Understanding the organization’s business objectives and goals in analyzing recorded audio and audio base data sets.  Identify critical insights, patterns, and trends. Communicate analysis and propose solutions.
  • Maintain confidentiality of customer company records and account numbers to ensure customer security
  • Create and maintain monthly QA Scorecards in Call Miner including category scores and call metrics
  • Create and maintain monthly Agent Scorecards from Avaya call reports, and CBS Metrics
  • Listen to 10-20 historic calls for each agent each month
  • Track and maintain daily call reports from Avaya
  • Track and maintain daily delinquency and default reports from Business Intelligence
  • Assist the Manager and Supervisor with additional daily and monthly reports as needed



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