Associate Quality Specialist

  • Interactions, LLC
  • Indianapolis, IN, USA
  • Apr 10, 2019
Full time Customer Service Entry Level Information Technology Professional Services

Job Description

Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will.  As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area.  We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.

Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level.  The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees.  We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.

For prospective employees, if that sounds challenging and exciting, we’d love to talk to you. 

To support our continued growth, Interactions is hiring an Associate Quality Specialist. The Associate Quality Specialist is responsible for designing and creating quality assessment sets.  The Associate Quality Specialist is responsible for identifying opportunities to improve application performance and revenue by increasing transaction completion rates as well as analyzing accuracy trends and certifying utterances for quality sets that will lead to accuracy improvement. 

  • Responsible for the certification and assembly of call quality sets that aid in the assessment of application accuracy and identify opportunities to increase transaction completion rates.
  • Work with Quality Manager on the refresh of quality sets.
  • Analyze quality set performance for improvement opportunities.
  • Assist in development and implementation of quality systems and procedures.
  • Communicate with Client Services to maintain application best practices.
  • Take necessary actions to ensure clarification and accuracy to all call handling questions.
  • Provide quality oversight to multiple support groups.
  • Accurately track quality trends and recommend training and mentoring, as well as any other quality related activities.

Requirements:

  • High School Diploma or equivalent.
  • Up to three years relevant experience.
  • Strong written and oral communication skills.
  • Must possess excellent analytical, planning and organizational skills.
  • Proficient in Microsoft Office Suite.
  • Must be dependable and self-motivated and have the ability to work independently with minimal supervision.
  • Demonstrated ability to be a “team player” and “lead by example”.
  • Ability to work in team environment.
  • Ability to work a flexible schedule. May include day, evening shifts. (weekend flexibility when necessary)
  • Demonstrated attention to detail and a strong focus on accuracy in grammar and spelling.
  • Ability to work on multiple projects with varying timelines and priorities.
  • Ability to diagnosis trends in data accuracy.
  • Ability to handle sensitive and confidential information.
  • Ability to prioritize work assignments.

 

Interested candidates, please submit your resume directly to sdurden@interactions.com