IVR Quality Analyst

Artech Information Systems LLCCharlotte

On-site Contract

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Experience Level

Mid to Senior

Qualifications

Experience: 3-5 years in Quality Assurance, specifically focusing on IVR systems. Skills: Proficient in call flow analysis, testing methodologies, and quality metrics. Education: Bachelor’s Degree in Computer Science or a related field is preferred. Certifications: Relevant certifications in Quality Assurance or Testing are a plus.

About the job

Join Artech Information Systems LLC as an IVR Quality Analyst, where you will play a pivotal role in ensuring the quality and performance of our Interactive Voice Response (IVR) systems. You will be responsible for analyzing call flows, conducting performance testing, and identifying areas for improvement to enhance customer experience.

About Artech Information Systems LLC

Artech Information Systems LLC is a leading provider of IT services, specializing in delivering innovative solutions that drive business success. Our commitment to quality and excellence has made us a trusted partner for many Fortune 500 companies.

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IVR Quality Analyst

Artech Information Systems LLC

Contract|On-site|Charlotte

Join Artech Information Systems LLC as an IVR Quality Analyst, where you will play a pivotal role in ensuring the quality and performance of our Interactive Voice Response (IVR) systems. You will be responsible for analyzing call flows, conducting performance testing, and identifying areas for improvement to enhance customer experience.

Nov 1, 2016

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Full-time|On-site|Charlotte, North Carolina, United States

Role overview CPi Security is hiring a Quality Assurance Analyst in Charlotte, North Carolina. This role supports the quality of call center operations by monitoring and evaluating calls across multiple departments. Using departmental score sheets in the VPI Voiceprint and CIC application, the analyst reviews call quality and flags important issues for supervisors. The work contributes directly to improving call center performance and service standards. Main responsibilities Monitor and score calls throughout the call center, including sales, retention, troubleshooting, and account creation calls. Identify recurring issues, document them, and provide feedback to the supervisory team. Collaborate with supervisors and trainers to recommend training needs and topics. Communicate quality concerns to supervisors and managers as they arise. Create quality statistics reports using VPI, broken down by department and representative. Assist the Quality Assurance Supervisor with quality assurance, training, and coaching projects.

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