GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a
time. We're a global leader in customer service and experience, serving the
world's biggest brands with tens of thousands of employees in hundreds of
locations around the globe. JOB SUMMARY
Performs paraprofessional work administering the technical applications of a
quality assurance and monitoring system used by QA staff to monitor inbound
and outbound calls at a call center facility. Work is performed under general
supervision. JOB RESPONSIBILITIES
Required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
Transition between various clients or LOB's may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development.
Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups
Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues
Provides documentation of corrective action taken related to system and application technical modification
Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies
Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
Creates customized queries for end-user support
Provides problem analysis and resolution in support of existing applications and projects
Administers timekeeping functions via Alorica's time reporting system OTHER RELATED DUTIES
Assists IT department in quality monitoring problem resolution
Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems
JOB REQUIREMENTS
Minimum Education and Experience:
Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor's degree preferred)
Significant experience in quality monitoring
Exposure to telephony concepts and voice recording workflow (preferred) Knowledge, Skills and Abilities:
High-level understanding of voice recording technologies
Clear understanding of agent administration in CMS
Strong written and oral communication skills
Strong analytical skills
Familiarity of Alorica IT Business Processes
Work Environment:
Work is performed in a climate-controlled call center environment.
Occasional exposure to dust, electricity, and extreme temperatures
Physical Demands:
Applications will be processed in strict confidentiality.
Only short-listed candidates will be contacted.
The personal data of the applicants will be processed in strict
confidentiality by Alorica solely for the purposes of selection and
recruitment and will not be transferred to other data controllers unless
required by law. Applicants provide their personal data on a voluntary basis
and will have the right to access and correct their personal data within a
reasonable time upon filing a written request.