Share this Job
Apply now »

Quality Agent

AZ, US

Requisition Number: 91687 

Quality Agent
The role reports to the Managed Quality and Knowledge Enablement team. The quality agent is a specialized role within the managed services environment and the purpose of the role is to create a subject matter expert dedicated to ensuring knowledge and quality are maintained regularly. Ensuring the teammate remains connected to the client, they will be working tickets for a maximum of 8 hours a week. The remainder of the week, activities will be focused on knowledge, quality assurance, and agent coaching depending on the team’s needs each week. This position works closely with the operations leadership team to help drive success. 
 
Agent Activities
•    Work on calls/chats/inbound self-service for a maximum of 8 hours per week as determined by operations and KMO team.

Ticket Quality Assurance
•    Review tickets for quality
•    Maintain client-specific rubric
•    Coach teammates on ticket imperfections/recognize good tickets
•    Provide reports for leadership/SDMs

Coaching
•    Review incidents/data to determine training and knowledge needs
•    Establish priority of training/knowledge needed based on current team needs/frequency of issue.
•    Assist with creation of training materials
•    Coach new teammates and on all new processes

Knowledge
•    Review incidents/data to determine training and knowledge needs
•    Establish priority of training/knowledge needed based on current team needs/frequency of issue.
•    Create knowledge articles based on findings/teammate feedback/ticket info
•    Manage flag/refresh and update articles
•    Coach the team on knowledge usage


 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

 

Posting Notes: Remote || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || Remote ||


Job Segment: Quality Assurance, Technology

Apply now »