Remote Quality Assurance Analyst

The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound and outbound calls, chats, and email responses to assess the associate's 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 and making recommendations for enhancements to QA and training materials as needed to enhance the overall Hotwire Communications Concierge service excellence experience.