Call Center Quality Assurance Analyst

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our roles as an experienced and dedicated Call Center Quality Assurance Analyst. Bilingual preferred (Spanish). You will be a key individual contributor to our vision (Best in Class; Team of Choice) by influencing our team members on the best means to serve AT&T, its selling partners, and ultimately, its customers.

You will listen to calls for several hours daily to ensure that we display courtesy and respect to our customers and problem-solving skills on every call. You will lead calibration sessions from calls with multiple leadership levels so that we all recognize what a great call is, what an average call is, and what a substandard call is.

You will provide the leaders and individual contributors with QA Scores. You will help us discover gaps in our processes and you may get involved with “the fix.” You love to learn. You are a naturally positive person with an amiable disposition. You are a leader who commands and earns respect. You make yourself indispensable. You are comfortable with ambiguity and rapid change. You develop trust and rappo...