• Call Quality Analyst

    Insight Global (Stamford, CT)


    Job Description

    Insight Global is hiring for a Call Quality Analyst to sit 4 days a week onsite for a large, telecommunication company. This person would be joining the Digital Service Transformation Team within the Customer Operations Organization. This call quality Analyst will be joining a team comprised of program managers, business analysts, and other project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" to customers by incorporating the artificial intelligence tool. This call quality analyst will contribute in the training of AI/ML models which will help in increasing revenue for the company and saving subscribers.

     

    **First 2-3 months fully onsite

     

    Pay: 45/hr

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

     

    3-7 years of trend analysis experience

     

    Attention to detail/analytical skills

     

    Good communication & listening skills

    Organized and curious

    Ability to create reports based off call information – proficiency in using and analyzing large data sets in Excel. Ability to summarize findings

     

    Experience using PowerPoint

     

    Bachelors Degree Telecommunication Experience

     

    Previous experience within a call center

     

    Call listening experience