Contact Center Specialist - Quality Assurance (Part Time)

Job Category

Modernize Home Services is seeking a highly motivated and detail-oriented Contact Center Specialist - Quality Assurance to join our team on a part-time basis to support our contact center's mission of delivering exceptional client and homeowner satisfaction. In this role, you will play a crucial part in ensuring compliance continuity across all modes of communication, while also evaluating and documenting customer interactions. We are looking for someone with excellent active listening skills, strong attention to detail, and a sense of urgency to improve our operational efficiency. This position is part-time and will offer 23-29.5 hours weekly.

Responsibilities

• Monitor and analyze customer calls to identify areas of improvement in terms of homeowner satisfaction, agent performance, and client requirements.
• Conduct audits to generate findings and recommendations, along with timelines for corrective actions, to address any identified deficiencies.
• Process compliance requests and ensure accurate and up-to-date documentation revisions.
• Utilize your in-depth knowledge of client-specific call and product requirements to prepare comprehensive reports.
• Create, modify, and maintain documentation to track scripting and process changes, ensuring compliance and consistency.
• Provide valuable feedback to management to drive quality and operational improvements within the contact center.
• Efficiently manage and prioritize daily tasks based on business needs and goals.

Requirements

• High school diploma or equivalent.
• At least 6 months of previous experience in customer service and contact center roles.
• Proficiency in understanding, interpreting, and manipulating data for reporting purposes.
• Experience with Five9 is highly preferred.
• Familiarity with Jira and Confluence is a plus.
• Knowledge of Customer Relationship Management (CRM) systems is beneficial.

The expected hourly range for this position is $17/hr to $25/hr. This hourly range is an estimate, and the actual hourly rate may vary based on the Company's compensation practices. The hourly rate may be adjusted based on applicant's geographic location. This position is eligible to participate in the Company's standard employee benefits programs, which currently include health care benefits.

#LI-REMOTE