Dynamic Media Hiring for Call Center Quality Assurance Analyist Job at Remote Full Time

OVERVIEW

Dynamic Media is the world’s largest music for business reseller, providing music licensed for public performance from the most prominent names in the music industry, SiriusXM and Spotify (Soundtrack Your Brand).

We are growing quickly and need a dedicated position focused on analyzing our customer interactions and internal processes to meet the needs of our client base.

RESPONSIBILITIES

As an end-to-end fulfillment organization that services clients internationally, this position is responsible for the following duties related to remote and on-site call center reps in the area of billing/outbound collections, customer service, technical support, installation coordination/project management, and warehousing staff.

Job duties are as follows:

1. Review and score job duties in the following areas of the company:

• Phone Interactions
• System Interactions
• Email Interactions
• Procurement and Fulfillment
• Administrative Processes
• Warehousing Operations

2. Assist critical members of management in providing feedback in helping to identify Key Performance Indicators for scoring sheets.

3. Provide feedback to department supervisors regarding areas to improve training materials to yield better training outcomes.

QUALIFICATIONS

• This is a 100% remote position, so you’ll need a high-speed internet connection and a private, quiet workspace free from interruption to attend zoom video conferencing meetings and perform call reviews.
• Candidate must be located in the eastern or central time zone.
• Currently employed supervisory/monitoring role call center environment
• Experience in call scoring and review to deliver the best experience to the customer.
• Proficient in MS Excel, Word, and PowerPoint.
• Experience in IP phone systems and using reporting tools to monitor employee activity.
• We use Interaction by Genesys, and experience with this specific phone system is a plus.

PAY AND BENEFITS

• $45,000 starting salary with annual reviews and performance bonuses.
• 401k with matching
• Fidelity investments
• Instant vest – matched funds are immediately yours.
• Healthcare coverage
• BCBS PPO – Widely recognized as the best health insurance plan in the state.
• Company-provided premium support of the monthly cost.
• Flexible Spending Account
• Office hours – no nights or weekend shifts.

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• No weekends

Work setting:

• Call center
• Remote

Work Location: Remote