Quality Assurance Specialist (70005013)

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary

• Call Quality Assurance Agent will be responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations. The ideal candidate is an exceptionally organized professional that specializes in identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interacting with the Call Center.

Responsibilities

• Align call quality expectations with call mentoring and training teams
• Collaborate with Sales Support to manage and oversee the error management system
• Monitor and address the loss of saves and sales due to compliance issues for commission
• Responsible for enhancing and surveilling compliance processes for AUSA
• Assist in the calls monitoring process for the AUSA Churn Management Program

Qualifications

• Monthly call monitoring for Call Quality and Integrity
• Customer Service and First call resolution will be top priority for this team
• A team must work closely with Vendors and Internal Teams
• QA team must work closely with mentoring and training
• QA team must work with Sales Support to manage and surveillance the error management system
• QA team must be directly involved in the loss of saves and sales for commission
• Bachelor's degree or Associate's with experience in the field
• Proven work experience as a QA tester or similar role
• Superb computer competence, including database management
• Knowledge of quality assurance terminology, methods, and tools
• Analytical, problem-solving, and decision-making skills
• Demonstrated knowledge of testing best practices, version control practices and defect management practice
• Bilingual in English and Spanish preferred
• Experiences in Quality Management Software and Processes
• Strong computer skills including Microsoft Office, QA applications and databases
• Business process understanding

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $64,260.00 - $105,570.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty