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Alphapointe Call Quality Analyst in Kansas City, Missouri

*As part of its mission, Alphapointe provides preferential hiring to people with vision impairments (legally blind). *

Alphapointe is a non-profit agency whose mission is to empower people with vision loss to achieve their goals and aspirations. Alphapointe offers a great working environment that's both challenging and satisfying as well as an array of benefits including medical, dental, vision and life insurance, short and long term disability, vacation and sick time, paid holidays and flexible spending options as well as a generous 401(k).

Job Summary: Analyzes recorded call data on behalf of the client and scores result per client instruction. Administrative support to business manager.

Essential Functions:

  • Listens to pre-recorded phone conversations
  • Scores phone conversations according to established guidelines
  • Build new calling campaigns
  • Build daily call plans
  • Check do not call lines and voicemails
  • Conduct simulations and evaluation for new employee candidates
  • Utilize new hire protocol to train new employees
  • Assist with cross training employees
  • Other duties as assigned

Knowledge and Skill Requirements:

  • Call center experience, knowledge if TCN preferred
  • Must be computer proficient
  • High School diploma or GED required
  • Reliable with excellent attendance record
  • Detail oriented with specific emphasis on listening skills

Working Conditions:

  • Sitting and working at a desk/cubicle for 4-6 hour shifts
  • Working at a computer for extended periods of time
  • Wearing a headset for extended periods of time

?Alphapointe is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran

Department: Contact Center Services

Location: Kansas City, MO