Eventus Solutions Group
Eventus provides strategy, consulting and leading-edge technologies to make the most of every customer touchpoint.
United States

Contact Center - Senior Quality Assurance (QA) Analyst

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Employer Provided Salary: 75,000-90,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

About the job
Contact Center - Senior Quality Assurance (QA) Analyst
Location: Remote in the USA
Travel: Ability to travel up to 25% (occasional travel domestic or international)
Employment Type: Full Time
Are you a distinguished Contact Center QA Analyst with hands-on experience using Conversational Analytics platforms to build content, analyze data and trends, recommend process changes, and improve client services within a contact center? As a successful QA Analyst, you will assist a client in transforming and optimizing their quality program as they shift from a traditional QA listening approach to a speech analytics automated Quality solution.

  • Partner with Supplier and Client resources to determine the program's appropriate evaluation and scoring criteria and methodologies.
  • Partner with Supplier and Client resources to determine what insights and data are needed to drive the business and ensure systems are in place to deliver on business requirements.
  • Partner with Supplier, Client, and Conversational Analytics partner to ensure needed content is built out effectively and measurements are calibrated and scored at the desired level of accuracy.
  • Provide recommendations for additional content where appropriate.
  • Partner with onshore and offshore analyst teams to ensure delivery of required client services and business outcomes.

Qualifications for success:

  • 5+ years of experience in a contact center environment, with significant time spent working in a contact center QA function or on an Analytics team.
  • 2+ years of hands-on experience with Conversational AI such as CallMiner, NICE/Nexidia, Verint, Clarabridge, etc. CallMiner preferred (minimum one deployment)
  • Represents the quality calibration standards for evaluation with the QA Analyst team, center managers/team leads, contact center stakeholders, and speech analytics partner.
  • Identifies, analyzes, and reports on trends discovered through the evaluation process.
  • Provides input on the design of quality monitoring scoring formats and standards and recommended tuning for the automated quality solution.
  • Identifies best practices for the use of conversational AI in the management of agent effectiveness.
  • Proficient with Microsoft Office, including Excel and PowerPoint
  • Previous experience with speech analytics tools and correlation to quality behaviors is a plus.
  • Experience with PowerBI or Tableau Data Visualization tools is a plus.

Why you'll love it here:
Together we are better! - The core of the team is you and we celebrate the uniqueness each team member brings to the table. Our differences make us better and drive innovation globally.
With over 300 successful projects delivered, our culture and unique business model has landed us on the top of the INC 500 list of the nation's fastest growing private companies. With Eventus you can expect:

  • Entrepreneurial and collaborative environment
  • Competitive total rewards program
  • Comprehensive benefit plans
  • Professional training opportunities
  • Engaging and fun culture
  • Big business ambition with small company values
  • Opportunity to work with industry leading, talented peers

Applicants can expect to make between $75,000 to $90,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education among other factors as required in the job description. In addition, this position is eligible for a target incentive bonus up to 5%.
Eventus offers a wide range of benefits to full-time employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, EAP, critical illness insurance and a 401(k) plan. Eventus employees enjoy PTO of 15 days annually and a generous holiday schedule.
Eventus provides basic life and AD&D Insurance with option to purchase additional coverage. Short-term and long-term disability coverage is also offered. Eventus also offers tax saving accounts; HSA and FSA.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
(303) 376-6161

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Eventus Solutions Group Perks + Benefits

Eventus Solutions Group Benefits Overview

Our leadership team values each and every one of us and we invest in continued learning specific to our roles. We have fun and celebrate the team and our accomplishments throughout the year. We love what we do but we also enjoy spending time off with friends and family. Our generous PTO policy allows for just that and if it's not enough we can always enjoy extra time off without pay. At Eventus, we have a great holiday schedule which includes time off between the Christmas holiday and New Years. It's an extra week of time off, which is welcomed by all. Our benefits are competitive and provide team members with a variety of options to choose from.

Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
Performance bonus
Child Care & Parental Leave
Company sponsored family events
Vacation + Time Off
Generous PTO
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Customized development tracks
Paid industry certifications

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