Quality Assurance Representative

About Us At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Corpus Christi (Onsite)

Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision.

• Assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
• Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development.

• Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups.
• Coordinates with Operations, IT, and Account Services to provide end user support and troubleshooting related to system and application issues.
• Provides documentation of corrective action taken related to system and application technical modification.
• Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies.
• Enforces rules related to the analysis, creation, and maintenance of customized call recording and interaction schedules.
• Creates customized queries for end-user support.
• Provides problem analysis and resolution in support of existing applications and projects.
• Administers timekeeping functions via Alorica’s time reporting system.
• Assists IT department in quality monitoring problem resolution.
• Assists Quality Management Services group in developing and reviewing test plans, relative to new implementations of voice recording and quality monitoring systems.

• Associate’s degree from an accredited college or university with major coursework in MIS, business, IT or a related field;
  Bachelor’s degree preferred.
• Significant experience in quality monitoring.
• Exposure to telephony concepts and voice recording workflow is preferred.

• Competitive base pay with performance-driven incentives.
• Comprehensive benefits including medical, dental, vision, and 401(k).
• Career development through Alorica Academy's open-access courses.
• Real opportunities to grow within a global organization.
• Access to our employee assistance program.
• A collaborative, inclusive culture where innovation happens.

Veterans/Disabled

The above information has been designed to indicate the general nature and level of work performed by employees in this classification.