Call Center Quality Assurance Analyst I | Wichita, KS | Full-Time

ID
2022-31886
Department
Quality Assurance Positions
Location : Location
US-KS-Wichita
Employment Type
Full-Time
Schedule
Day, Evening and Weekend
Career Level
Experienced
Wage Description
Commensurate
Bonus
Yes
Education
High School Diploma/GED
Min. Years Experience
1

LOCATION

Wichita, KS

JOB TYPE

Full-Time

PAY TYPES

Hourly + Bonus

SALARY

Commensurate

BENEFITS & PERKS

MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

MCI's mission is to create an enviroment and culture that empowers our agents and management team to passionately represent our client's brands. We believe happy agents equals happy customers. We believe that excellence is never an accident; it is the result of high intentions, sincere eforrt, and skillful execution. 

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POSITION RESPONSIBILITIES

In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors in order to assure call quality. This is an important position that will allow you to hone your leadership and analytic skills. Additional responsibilities for the Quality Assurance Analyst position include:

  • Oversee all aspects of quality assurance including call monitoring, evaluation, and calibration scoring 
  • Provide coaching, training, and development to contact center agents
  • Educate agents, supervisors, and managers on Quality Assurance process
  • Track and identify reoccurring adherence problems and sales opportunities 
  • Analyze quality and performance trends to provide recommendations for improvement
  • Responsible for scheduling, facilitation, and documentation of regular continuous improvement meetings

CANDIDATE QUALIFICATIONS

Qualified candidates are willing to learn new programs, processes and technology.   Candidates should be positive, driven and confident and represent the company and its customers professionally at all times. The requirements listed below are representative of the knowledge, skill and/or ability required for this position. Primary qualifications include but are not limited to the following:

  • Quality assurance management experience in a call center environment and technologies; specifically, call monitoring and recording systems 
  • Excellent communication, verbal and written
  • Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group
  • Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures 
  • Outstanding organization, time management, and software skills (MS Office Suite). 

CONDITIONS OF EMPLOYMENT

  • Must be authorized to work in their country of residence (The United States or Canada)
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results
  • Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

 

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.  In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Benefits options and plans vary slightly by location.  

 

JUST A FEW OF THE BENEFITS

  • Medical, Dental, and Vision Coverage Options
  • Paid Time-Off
  • Regular Raises
  • Work-at-Home Opportunities
  • Advancement Opportunity
  • Fun, Engaging Work Environment
  • Casual Dress Code
  • Cash and Prize Contests

 

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, kate.murph@mci.world.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

 

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

 

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

 

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

REGARDING COVID-19

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

 

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

 

For more information on MCI’s response to COVID-19 please visit  www.mci.world/covid-19.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.


The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.


The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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