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Quality Assurance Specialist & Trainer - Call Center Call Quality

Consumer Attorney Marketing Group Las Vegas, NV
  • Posted: over a month ago
  • $35,000 to $40,000 Annually
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Consumer Attorney Marketing Group (CAMG), an advertising agency that combines media buying expertise, industry experience and intensive analytics to deliver the most effective TV & radio campaigns for the legal industry is soon to launch a 50+ Call Center in Las Vegas. To get this start-up ready, we currently accepting applications for a Quality Assurance Specialist & Trainer for the upcoming launch. This position will serve as a member of a top-notch team of professionals within a rapidly expanding organization that provides room for advancement and growth.

The primary focus in this role will be to evaluate call quality and campaign performance and deliver ongoing training to new and existing call center representatives to improve call quality with an emphasis on customer service skills, campaign knowledge, and all within CAMG policies and procedures.

Duties/Responsibilities:

  • Deliver training sessions for new hires and existing agents and ensure employee engagement
  • Conduct refresher and cross-training modules in critical areas as identified by the Quality and Operations teams
  • collaborate w/ internal teams and management to evaluate and optimize campaign and associate performance
  • Develop and/or improve training modules as applicable
  • Conduct proficiency evaluations for the campaigns to which they are assigned and ensure class readiness before the start of the new hire class
  • Maintain/Submit weekly reports and analysis as assigned, including but not limited to agent quality, campaign performance, etc.
  • Complete Quality Assurance and coaching session reports on a weekly basis
  • Attend and participate in quality calibration meetings
  • Research escalated issues and co-deliver coaching opportunities with management
  • Audit calls for performance and call quality as needed
  • Audit of intake scripts for improved call flow and client specifications as needed
  • Additional duties as assigned

Requirements:

  • Proficient in Word and Excel, including Microsoft Office/Office 365 and ability to learn proprietary software
  • Ability to cross reference multiple data sources and identify root cause of discrepancies
  • Demonstrate effective time management, organizational, and analytical skills
  • Exceptional oral and written communication skills
  • Must have a pleasant, positive, patient, and friendly attitude
  • Demonstrate a dedicated work ethic with an adaptable mentality to work in a fast paced environment / Deadline driven

Education and Experience:

  • College degree preferred but not required
  • Previous experience in call monitoring, call quality assurance, call center training, or related field
  • Previous experience handling a training class of 50+ employees
  • Excellent skills in Microsoft Office (Office 365, Excel, Word)
  • Effective verbal and written communication skills
  • Legal/Medical/Pharmaceutical background is a plus

Consumer Attorney Marketing Group

Why Work Here?

Fun work environment.

CAMG is an Equal Opportunity Employer. It is our policy to provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information, veteran status or any other basis prohibited by applicable federal, state or local law. All offers of employment are contingent upon successful completion of a criminal background check and verification of prior employment and education.

Address

1515 E. Tropicana Avenue, Las Vegas NV 89119
Las Vegas, NV
USA

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