|
|
|||||
|
|
Careers at Security First Managers LLC
Current job opportunities are posted here as they become available. Subscribe to our RSS feeds to receive instant updates as new positions become available. Security First Managers, LLC is an equal opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law. Security First Managers, LLC complies with all applicable laws regarding non-discrimination and equal opportunity employment. Workforce Management (WFM) & Quality Assurance (QA) Analyst
We are seeking a Workforce Management (WFM) & Quality Assurance (QA) Analyst to support, maintain, and optimize Workforce Management, Quality Assurance, and Contact Center applications. Responsibilities include workforce management scheduling and real-time adherence during live operations, including analysis and reporting for customer support, claims, and the sales departments. In this role it will be required to perform quality assurance by reviewing and evaluating customer contacts from all channels (Call, Chat, Text and Email). In addition, identify and report patterns and areas of opportunity to optimize the current WFM, Quality Assurance, and Contact Center platforms. This role will also run extensive reporting for leadership. Work is performed with minimal supervision and using initiative and independent judgment is required. The position requires a general understanding of the assigned function or business area. This role primarily involves conducting quality assurance (QA) reviews and evaluations for inbound and outbound calls, as well as written channels like chat, text, and email to ensure customer satisfaction. Meeting monthly QA quotas, analyzing trends, and providing regular reporting are key aspects. Additionally, maintaining knowledge of company guidelines, providing technical support, and serving as a subject matter expert in collaboration meetings are vital. Flexibility to respond to emergencies and assist other departments is also required. Minimum Requirements: Certifications and Licenses: Preferred Qualifications:
|
||||
