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
• 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
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