Come join one of the biggest Telecom Carriers for a long term, hybrid opportunity!
Contract length: 30 months
Required Skills & Experience

• 2+ years in call center quality assurance, compliance auditing, or customer support operations
• Hands-on experience using CRM systems
• Point of Sale (POS) software, Google Workspace, and AI conversation analytics (such as Gong)

Desired Skills & Experience

• Working knowledge of workforce engagement and monitoring tools, with specific experience in Verizon platforms (B360, ACSS), LivePerson, Verint, and Salesforce
• High precision, active listening skills, and strong analytical ability to spot compliance gaps, trend performance issues, and complete documentation without errors

What You Will Be Doing

• This individual monitors, audits, and evaluates customer interactions to ensure representatives follow company standards, maintain regulatory compliance, and provide professional, high-quality care.
• The feedback provided by this role helps supervisors coach and train their employees to ensure team members consistently deliver high standards of service.

Daily Responsibilities

• Interaction Monitoring & AI Auditing: Actively listen to recorded calls, monitor interactions, and leverage AI-powered speech/conversation analytics tools to evaluate agent accuracy, sentiment trends, model performance, policy adherence, and customer engagement
• Identify non-compliant behaviors, procedural failures, or security risks during audits, and immediately escalate critical findings to appropriate stakeholders
• Turn evaluation data into simple, actionable feedback that helps team leads coach agents and gives leadership clear updates