Quality Assurance Analyst (100% Remote) Virtual Req #1550 Friday, October 4, 2024 Who we are: ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls. For more information, visit clearcaptions.com . This is a Remote/Work from Home position reporting to the Quality Assurance Manager. Position Summary: The Quality Assurance Analyst position is an exciting, multi-faceted position that requires an effective candidate with varied skills and abilities. The Quality Assurance Analyst will perform tasks involving quality assurance, training , and training assistance, reporting and ad-hoc support for our product. The Quality Assurance Analyst will analyze, evaluate performance, develop scripts, and audio files. The Quality Assurance position will interact with teams in several different locations in and outside of the country . This position best suits someone who enjoys working on their own s etting goal s and consistently meeting them. What you will do: + Work independently with little daily oversight or supervision. Must exercise sound business judgment in matters that directly affect the company’s compliance with FCC regulations. + Assist in design, development and implementation of advanced tools with regards to a national and international quality assurance program. + Work collaboratively and with decision making power inter-departmentally (and with employer’s customers) on various projects. + Write test scripts, perform mock test calls, and remotely monitor calls. + Evaluate calls via Remote Monitor/Scripted Calls/Recorded Calls. + Discern meaning from listening to a variety of accents, regional dialects and areas of knowledge. + Participate in calibration sessions for call center staff. + Provide feedback to team and call center team leaders and managers. + Subject M atter Expert on quality tools. + Plan, implement, and/or participate in calibration/QA activities. + Analyze data to identify patterns, trends, anomalies, create reports, and interpret/explain data and to solve problems. + Set your own schedules and meet deadlines on a daily, weekly and monthly basis to meet business/team/individual goals ( non- adherence based scheduling). + May be required to use personal, independent judgment and discretion in matters directly impacting agents’ employment status. These matters include but are not limited to quality and SLA standards, programs and procedures run in the call centers, matters of FCC compliance as well as confidentiality and ethics. + Must support the business 24/7 which will regularly involve duties outside of their regular work hours. Primary business hours are M- F; however, some activities may be required outside of normal business hours. + Use independent judgment to implement improvement programs with various subcontractor companies which impact ClearCaptions. + May provide oversight and implement procedures for recruitment and hiring activities of the subcontractor call centers. The kind of people we look for: + Versatile people who thrive on variety and challenge . + Excited about working in a fast-paced environment . + Innate problem solvers who want to grow in a flexible, collaborative culture . + Takes initiative, pushes boundaries, motivated to innovate . Qualifications: + Associate or bachelor’s degree preferred but not required. + Direct work experience in quality assurance preferred. + Proficient in Microsoft Office/Office 365 products. Intermediate knowledge of Excel preferred, including the ability to extract raw data from multiple sources to create reports. + Excellent English language written and oral communications skills. + + Experience with the following is a plus: + Captioning, Customer Service, Sales, Technical Support + Process innovation and documentation production + Knowledge of or previous experience with Salesforce software Physical Demands : Employees may experience the following physical demands for extended periods of time:   Employees may experience the following physical demands for extended periods of time:   + Sitting, standing, and walking (95-100%). + Keyboarding (70-90%) + Viewing computer monitor, tablet , and cell phone requiring close vision (70-90%). Work Environment :   100% Remote : Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue, exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel ( up to 5 %) may include overnight and out-of-state travel.    Compensation: $19.90/hr to $24.55/hr prospectively with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Other details + Pay Type Hourly <