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Quality Assurance Analyst - Sales Call Center - Virtual/Remote

Company: Publishing Concepts
Location: Fort Collins
Posted on: June 13, 2021

Job Description:

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Inside Sales associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall PCI customer s experience.

Winner of Best Places to Work in Arkansas, Virginia, and Texas!

Publishing Concepts, LP (PCI): Headquartered in Dallas, Texas, we partner with colleges, high schools, and service organizations to engage their alumni and members. We collect data and stories, publish alumni, membership directories, oral history projects. Our prestigious clients include institutions such as Harvard, Spelman, Texas A&M, and Georgetown. We also provide services to organizations such as Peace Corps, Shriners International, and Vietnam Veterans of America.

Medical insurance
Health Spending Account (HSA)
Dental insurance
Vision insurance
Wellness program
401K with company match
Paid holidays
Paid vacation
Paid sick leave
Bereavement leave
Educational Tuition Reimbursement
Life Insurance
Free Teladoc

At PCI, our purpose is to inspire dreams and transform lives. &Our associates are competitive, passionate about Sales and deliver a WOW experience to our clients. &We offer a&HIGH ENERGY&and FUN&environment.

Our notthebigcompany Values:
  • Pursue EXCELLENCE (Purposefully!)
  • Act with INTEGRITY
  • Innovate a CULTURE of Relationship and Fun
  • Lead with a SERVANT S HEART

What you can expect:
  • Update caller s contact records for their school or organization s directory
  • Sell directories and alumni products (such as hats, travel bags, and apparel)
  • Learn proven sales strategies applied in a high-energy and supportive environment
  • Report to Inside Sales Manager and meet regularly to develop a positive working relationship
  • Contests, cool incentives, ongoing sales and leadership training, recognition
  • $22/HR + commission training rate
  • Post-training choose between a commission structure or no-commission compensation plan
  • Partner with a WFM team that operates on CST and work from home
  • 40 hour work week Monday Friday
  • Work 1 Saturday every three months
Our Best Candidates:
  • HAVE 2+ year(s) of professional Quality Assurance experience.
  • HAVE previous experience working from home and with Zoom, Virtual Observer, Five9, Outlook, MS Office Suite.
  • MUST HAVE a High School Diploma or equivalent. A college degree is a plus!
Our Benefits: Free Teladoc!

Authorized to work in the US without sponsorship
Minimum 1 year of professional quality assurance experience in a sales call center environment
Willing to work on CST schedule from home
Willing to work fulltime (40 hours per week)
This position requires the employee to live in (or relocate to) one of these states: AR, FL, GA, IA, KS, MS, NC, OK, SC, TX, VA, WI. Can you comply with this?
Minimum High School Degree or equivalent
Knowledge in: Zoom
Knowledge in: Five9 Call Center Software or equivalent
Knowledge in: Microsoft Office Suite
Equal Opportunity Employer
Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Requisition #cknrmdt6e60aq0nqccf33ucal

Keywords: Publishing Concepts, Fort Collins , Quality Assurance Analyst - Sales Call Center - Virtual/Remote, Other , Fort Collins, Colorado

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