Mass Markets Quality Assurance Analyst II | Iowa City | Full-Time | Minimum 2 Years Experience | $26,000/Year + Bonus in Iowa City, Iowa

POSITION OVERVIEW

RAISE THE BAR

Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization and we are looking for the right candidates to join our world class team. As a Quality Assurance Analyst you’ll be helping ensure all aspects of quality assurance and adherence to client and corporate expectations. Your work is crucial to our continued success, and our compensation package and bonuses reward you for that contribution.

  • Full Medical, Dental & Vision Benefits

  • Paid Time Off and Paid Holidays

  • IRA Options and Life Insurance Options

  • Bonus Potential

  • Great Facilities and Fun Work Atmosphere

  • Positive Team Environment

  • Opportunity for Advancement

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).

COMPENSATION DETAILS

At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional. Our people are not just employees; they are our business, our most important resource! Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.

Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.

ABOUT US

As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options.

Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

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ID2017-1631

Updated Date10/19/2018

DepartmentQuality Assurance

TypeFull-Time

ScheduleDay, Evening and Weekend

Wage Description$26,000/ Year + Bonus

BonusMonthly

EducationHigh School Diploma/GED

Min. Years Experience2