Quality Assurance QAR Associate

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Requisition ID: 129499
Job Category: Call Center
Location: United States-Texas-Sherman-2703 Highway 75N Sherman 75090
Posted Date: 2/14/2018 10:00:56 AM
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                                                                                                                                                                                                                                                                                                                          • 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
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
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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