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Voice Quality Improvement Specialist
2 weeks ago
Job OverviewThe Quality Assurance Specialist role is centered around auditing technician calls utilizing the Rilla Voice Intelligence Platform, ensuring compliance with membership sales regulations, and conducting voice and speech training for new team members. The incumbent will identify areas for improvement based on audit findings and implement actionable recommendations.Key Responsibilities:Validating appointment accuracy booked by the back-office teamAuditing call interactions of back-office agentsDeveloping and delivering voice and speech training programs for new hiresMonitoring progress during implementation phases and providing feedback for enhancementEvaluating membership sales complianceCreating and sharing performance dashboards and reports with leadershipProviding actionable insights to inform process improvementsRequired Qualifications:Bachelor's degree or higher in a relevant fieldAt least 5 years of experience as a Quality Analyst/Auditor in a customer-facing environmentHands-on expertise using call audit tools such as Rilla, JustCall, Dialpad, or similar platformsFamiliarity with key performance metrics including CSAT, FCR, AHT, and QA compliance scoresProficiency in CRM systems used within service industriesStrong skills in data analysis and presentation using Excel/Google SheetsDeep understanding of sales processes and service standards
