Quality Assurance Analyst

WHAT YOU'LL DO:

• Responsible for assessing the call and chat quality for 300+ agents
• Become an expert in QA performance metrics
• Have a thorough knowledge of QA walkthroughs and different types of customers that Slingshot services
• Maintain department metrics of accuracy and productivity
• Attend team meetings and calibration sessions as scheduled

WHAT YOU'LL BRING:

• Minimum of 6 months of high performance in a Call Center environment
• Ability to be proactive, self-motivated, and self-directed
• Strong attention to detail
• Ability to work at least 30 hours per week
• A willingness to "roll up your sleeves" within a small team, wear multiple hats, and approach projects with a sense of urgency.

• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.

• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey
• With everything you could find in a great downtown - from restaurants and retail to art and culture the Bell Works “Metroburb” is a microcosm of innovation, possibility, and inspiration and WorkWave is proud to be a part of it
• Pharmacy, urgent care, bank, restaurants, florist, gym, dentist, outdoor patio bar and weekly farmers market all conveniently located on the first floor - making running errands on a break a breeze.
• We work hard but play hard too...need a break? When in the office kick back in our common area, play a game of arcade basketball, video games in our game rooms or face off in a ping pong match

• Great! Our teams are well versed at working collaboratively in a fully virtual environment. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.

• Employees can expect a robust benefits package, including health and dental, generous paid time off and 401(k) with company match

• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counselling 24/7/365, plus financial counselling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teledoc
• Floating time off for holidays and/or your birthday
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community

• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year

• 10 Time winner of Best Place to Work in New Jersey by NJBiz !
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)