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Company Name : Branch
Location : Columbus, OH
Position : Voice Analytics Data Specialist- Call Center
Job Description : Branch was founded with a mission to restore insurance back to its original intent – a force for communal good. To that end, we’re hard at work revolutionizing Home and Auto insurance, making it simpler to buy and actually built to save people money.What qualities do we seek?You are passionate about taking ownership, solving problems, and getting results.You have analytical skills that allow you to instinctively want to know what the data tells you about a problem you’re trying to solve.You have a bias towards action and can handle spin multiple plates simultaneously.You’re tech savvy, detail oriented, and flexible.You are curious, thoughtful, can quickly see the forest through the trees, and can think through and address various different problems in parallel.You love connecting with people and have a solid track record of strong relationships.Key ResponsibilitiesUse operational and analytic expertise to establish and operationalize a model to QA all inbound and outbound sales and member support interactions, optimizing for experience and compliance excellence according to established KPIs.Research, propose, implement, and leverage necessary technology and voice analytics solutions to deliver a fully automated solution.Continually refine the QA model and processes based on fluctuations in our business and continually changing needs.Deliver accurate and timely QA results to leaders in an easy to understand format.Execute weekly deep dives and summarize insights for leaders.Form productive relationships with leaders to foster open communication and strong alignment on QA measures and results.Solve moderately complex problems on an organizational level and collaborate across functions and team.Skills Knowledge and ExpertiseThree (3) or more years contact center operational experience.At least one year contact center coaching experience.Experienced with implementing and tuning voice analytics tools.Strong experience with collecting data, data analysis, and presenting findings and insights in useful and simple ways within a contact center environment.Advanced ability to multi-task within Google products and remote collaboration tools Ability and desire to holistically understand root causes of problems and solve utilizing data driven methods.Job Type: Full-timePay: $22.00 – $35.00 per hourSchedule:Monday to FridayWork Location: Multiple Locations
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