Quality Call Analyst

Position: Quality Call Analyst

Location: Onsite- Stamford, CT

Pay Rate: 40-47/hr

Must Haves:

• 3 years of customer service, quality call, or call center experience
• Experience transcribing and picking up certain key indicators/ information in calls
• Good communication & listening skills
• Ability to create reports & presentations based off call information
• Bachelors Degree

Nice to Have:

• Telecommunication Experience
• Previous experience within a call center

Day-to-Day:

Insight Global is hiring for a Quality Call Center Analyst to sit 100% onsite for a large, telecommunication company. This Quality Call Center Analyst will be joining a team comprised of program managers, business analysts, and project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" or NBO to customers by incorporating the artificial intelligence tool, Pega. In other words, when a customer calls in, the platform will interrupt the call and be able to pull past call data or their customer profile. Based off the current data, the AI tool will suggest the next best action or predict why the customer is calling in that way they are directed to the right person/center that will overall better customer experience. This Quality Call Analyst will be listening and gathering context from customer calls with agents. This Quality Call Center Analyst will be listening to see what areas could have been improved in the call to better the customer experience or how they did giving the " next best offer".