:QA/CallInsightAnalyst
:Manager, Contact Center Operational Excellence
Deadline to APPLY: 1/9/2026 - please check your email for first steps - if selected to move forward you will receive a Spark Hire invite in your email.
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The QA/CallInsight Analyst willbe thepointrole in reviewing data provided by theCCaaSsystems. They will review call data in both Balto and Ring Central todeterminebest practices for agents. They will work directly withoperations leadership to provide insight on agent behavior to improve both the agent experience and the patient experience.Theywillprepare information dossiers for supervisors on underperforming agents andprovidecoaching insights to improve call center metrics.
:
- Reviewagent data trends
Reviewagent data trends
- Balto
Balto
- Ring CentralAuto Response
Ring CentralAuto Response
- Utilizing call data from RingCentralquality platformto provide insight to operations leadership
Utilizing call data from RingCentralquality platformto provide insight to operations leadership
- CustomerSatisfaction Surveys
CustomerSatisfaction Surveys
- Monitoring an Analysis
Monitoring an Analysis
- Monitor call center metrics and service levels
Monitor call center metrics and service levels
- Performance Evaluation
Performance Evaluation
- Evaluate agent performance
Evaluate agent performance
- Identifyareas for improvement
Identifyareas for improvement
- Provide feedback to operational leadership
Provide feedback to operational leadership
- Operational Leadership Partnership
Operational Leadership Partnership
- Work in tandem withoperationalleadership toidentifyunderperformingemployees andprovidedata-basedinsight on how to improve agent metrics
Work in tandem withoperationalleadership toidentifyunderperformingemployees andprovidedata-basedinsight on how to improve agent metrics
- Decrease instances of Schedule Inquiries byidentifyingagents not following proper protocols or behaviorsand relaying information to operations leadership
Decrease instances of Schedule Inquiries byidentifyingagents not following proper protocols or behaviorsand relaying information to operations leadership
- Cross Functional Brand Support
Cross Functional Brand Support
- WellNow
WellNow
- Support scheduling agents
Support scheduling agents
- Future brandand business lineadditions
Future brandand business lineadditions
:
- HighSchool Diploma
HighSchool Diploma
- 3+ years in a contact centersupport role
3+ years in a contact centersupport role
- Strong Analytical andproblem-solvingskills
Strong Analytical andproblem-solvingskills
- Identifyingtrends and developing solutions
Identifyingtrends and developing solutions
- Excellent communication and Interpersonal skills
Excellent communication and Interpersonal skills
- Proficient in Microsoft Suite
Proficient in Microsoft Suite
:
- 5+ years incall center support role
5+ years incall center support role
- Advanced knowledge of contact center protocol and best practices
Advanced knowledge of contact center protocol and best practices
- Advanced knowledge ofCCaaSsystems
Advanced knowledge ofCCaaSsystems
:
- Ability to work 8 hours at a computer station
Ability to work 8 hours at a computer station