SWC GROUP IS HIRING A (QA) ANALYST

The (QA) Analyst is responsible for analysis of consumer conversations/interactions utilizing advanced speech analytics solutions. Communicates analysis of audio and audio based data sets for critical insights, compliance, patterns and trends and proposes solutions that further business objectives and goals to the organization. Other duties may be assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works closely with Operations Managers and other account stakeholders to ensure that process and client guidelines are followed.
• Participate in design of call monitoring formats and quality standards.
• Maintains weekly and monthly work reports.
• Create and standardize reporting templates using analytics data.
• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
• Delivers accurate, on time analysis and reports/visualization with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.
• Excellent communication skills and a positive attitude are required for daily interaction with data consumers.
• Perform other duties as assigned.
• Delivers coaching and feedback directly to agents and supervisors.

Required Skills

REQUIREMENTS:

• One to three years of related experience or training; and/or equivalent combination of education and experience.
• Ability and knowledge to work proficiently with advanced computer and web related programs. 
• Ability to effectively present information in one-on-one small group situations.   
• Ability to analyze and interpret complex documents. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Ability to exercise tact, judgement, persuasiveness and diplomacy with highly confidential and sensitive information.
• Ability to write routine reports and correspondence.
• Ability to multi-task and set priorities.

SWC GROUP OFFERS:

• Energetic and Productive work environment

• Business Casual Dress Code

- Unlimited bonus potential

- Holiday and Vacation Plan

• Medical, Dental and Vision Insurance

- Life Insurance

• Short-Term and Long-Term Disability Plans

• HSA (Pre-tax) Savings Account

• 401(k) Plan with matching contribution

• Employee Referral Bonus

• Casual Dress on Friday - Wear Your Jeans

JOIN OUR VIP CULTURE

VALUE. INTEGRITY. PERFORMANCE. 

www.swcgroup.com 

SWC Group

4120 International Pkwy, Suite 1100

Carrollton, TX 75007

www.swcgroup.com

Required Experience

Requirements:

• One to three years of related experience or training; and/or equivalent combination of education and experience.
• Ability and knowledge to work proficiently with advanced computer and web related programs. 
• Ability to effectively present information in one-on-one small group situations.   
• Ability to analyze and interpret complex documents. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Ability to exercise tact, judgement, persuasiveness and diplomacy with highly confidential and sensitive information.
• Ability to write routine reports and correspondence.
• Ability to multi-task and set priorities.

SWC Group offers:

- Energetic and Productive work environment

- Business Casual Dress Code

- Unlimited bonus potential

- Holiday and Vacation Plan

- Medical, Dental and Vision Insurance

- Life Insurance

- Short-Term and Long-Term Disability Plans

- HSA (Pre-tax) Savings Account

- 401(k) Plan with matching contribution

- Employee Referral Bonus

- Casual Dress on Friday - Wear Your Jeans

Join our VIP Culture

Value. Integrity. Performance. 

www.swcgroup.com 

SWC Group

4120 International Pkwy, Suite 1100

Carrollton, TX 75007

www.swcgroup.com