Basic Research
  • 28-Nov-2017 to 01-Jan-2018 (PST)
  • Compliance
  • Salt Lake City, UT, USA
  • DOE
  • Hourly
  • Full Time

Medical, Dental, Vision, HSA Match, 401k Match, Onsite Gym, Product Discounts, Tuition Reimbursement


Basic Research is currently seeking a Quality Assurance Call Evaluator who is responsible for monitoring and reviewing calls generated in our call center to ensure compliance with company policies and industry standards, and the overall quality of customer interactions. This role will work closely with the management team on ensuring KPI quality measurements are met.  This entry level role is ideal for anyone currently working as an agent and has at least 1 year of experience handling calls. 

POSITION DUTIES:        

  • Listen to calls through monitoring software (currently Calabrio QM), including primarily recorded calls, and occasionally live calls, and side-by-side monitoring
  • Evaluate multiple call types based on established criteria with consistent efficiency and accuracy
  • Document call performance and results of the monitoring great call performance via the Praise Log
  • Report the evaluation results to management in a variety of reporting formats including Excel, Calabrio QM Reporting, Sharepoint and others
  • Identify trends or problem areas resulting from monitoring and provide feedback to management
  • Other duties may be assigned as the position evolves 

 MINIMUM QUALIFICATIONS:

  • High School Diploma or equivalent
  • 1 year of contact center experience
  • Ability to convert analysis into insights and use data to back up assumptions
  • Ability to sort through complex data to identify the core issues and develop recommendations.
  • Takes initiative and follows-through on commitments/objectives to achieve results
  • Ability to communicate effectively with management, training teams and others
  • Knowledge of MS Office applications (Excel, Word Outlook and Powerpoint)

BONUS QUALIFICATIONS:

  • AA or similar college degree
  • Prior experience working with Quality Assurance and/or Call Analytics software

WHAT WE DO:

Basic Research is dedicated to helping people improve their quality of life through products backed by science "Bringing science to life" is why we exist. Basic Research is a growing, award-winning company and one of the top distributors in the nutraceuticals industry.  You've seen our products in popular magazines.  They're fully distributed nationwide everywhere from Ulta Beauty and GNC to Kohl's and Walmart. We've distributed products in 45,000 individual retail outlets in more than 35 countries worldwide and sold over 60 million products across more than 25 brands, and we have a world-renowned reputation for meticulous research, exceptional product substantiation, and unparalleled marketing expertise.

 

Basic Research
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