Quality Assurance Analyst I | Portsmouth, NH| Full-Time

OnBrand24 - Portsmouth, NH3.0

Full-time
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POSITION OVERVIEW
RAISE THE BAR

OnBrand 24'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.

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

SCHEDULE
As a 24/7 contact center, OnBrand24 is looking to fill various shifts. Speak with our Talent Acquisition Specialist for further information.

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 OnBrand24 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.

Wage

Standard starting compensation includes a salary wage commensurate with experience. Yearly reviews and raises are awarded based on tenure and performance, so our employees can make more each year.

Benefits/Office Perks

PTO, Professional work environment, health insurance and 401K, fun & friendly environment.

ABOUT US
WE BELIEVE THAT HAPPY EMPLOYEES ARE CRITICAL TO THE CUSTOMER EXPERIENCE.

OnBrand24 is a premier call center providing full-service outsourcing solutions for our clients. Named to the Inc. 5000 list of the Fastest-Growing Private Companies in America three years in a row, we offer a dynamic, flexible work environment employing top talent. We have more than 30 years of experience, and we represent a diverse group of clients across multiple industries and markets.

OnBrand24 was founded in 1981 to provide a complete array of call center services: call center customer service, order processing, Tier 1 help desk, lead generation, appointment setting, customer win-back, and customer/market research surveys. Since 1981 we have worked with hundreds of inbound call center and outbound call center clients.

Our Mission is to provide an environment and culture that empowers our agents and management team to represent our client’s brands passionately. Our people are our product, and we have developed an employee-centric culture at OnBrand24 to support the high employee morale, engagement, and satisfaction of our most valuable resource. We promote our management staff from within and offer excellent benefits resulting in a low turnover rate and excellent morale throughout the company.

Headquartered in Beverly, MA, OnBrand24 is a leading Massachusetts call center with facilities also in Savannah, GA, and Portsmouth, NH. OnBrand24 has clients throughout the U.S., Canada, and the U.K.

To learn more, visit us our careers page.