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Procare Transportation And Language Services - Tampa, FL
posted 2 months ago
Full-time - Entry Level
Tampa, FL
About the position
The Call Monitoring Analyst position at ProCare Transportation and Language Services involves overseeing quality assurance processes within a call center environment. The role focuses on call monitoring, quality analysis, and reporting to ensure high standards of service delivery. The position is full-time, requiring a commitment to a structured schedule with opportunities for growth and development in a supportive work environment.
Responsibilities
- Conduct retrospective and prospective Quality Assurance analysis.
- Perform call calibration and monitoring.
- Execute file audits and quality improvement initiatives.
- Prepare QA reporting and documentation.
- Provide internal coaching through verbal and written feedback.
- Follow up with department management on QA issues.
- Analyze and report on QA data and trends.
- Develop and implement strategies to enhance internal quality.
Requirements
- Experience with Call Center Operations and Quality Assurance Monitoring.
- Proficiency in Microsoft Office Applications (Word, Excel, Visio, Outlook).
- Strong organizational skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to communicate professionally with business associates.
Nice-to-haves
- Bilingual in Spanish preferred but not required.
- Experience in Call Center/Customer Service (2 years preferred).
- Experience in Call Center Quality Assurance (1 year preferred).
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Employee Assistance/Discount Program
- Company subsidized Medical Plan
- Welfare Benefits
