About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About the role:

As a Quality Assurance Analyst I (QA), your primary responsibility is to assess the performance quality of our call center agents engaging with our existing customers via phone, chat, and e-case interactions. You will conduct meticulous monitoring of inbound calls, chats, and e-case responses to evaluate the agents' technical accuracy, customer service performance, and adherence to company policies and procedures. Your expertise and insights will be invaluable in providing recommendations to improve training materials, with the goal of delivering an exceptional overall customer experience.

Primary Responsibilities:

• Conduct thorough call monitoring activities to evaluate and ensure adherence to quality standards within the technical support department.
• Deliver targeted coaching sessions to support agents in enhancing their performance and meeting performance metrics.
• Offer constructive feedback to management based on observations and analysis of agent interactions with customers.
• Apply data management principles proficiently to compile and track the performance of engineers, ensuring accuracy and reliability of performance metrics.
• Generate actionable insights from data analysis and provide them to relevant stakeholders and groups as required, contributing to informed decision-making processes.
• Engage in call calibration sessions with site managers to ensure consistency and alignment in assessing and maintaining quality standards across teams.
• Fulfill any other duties and responsibilities as assigned, contributing to the overall efficiency and effectiveness of the customer service operations.

Knowledge, Skills & Abilities Required:

• 2-3 years of experience as a Quality Assurance Analyst in a remote call center environment.
• Excellent verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Proficient in remote self-management.
• Creative ability and strong writing proficiency.
• Ability to multitask and thrive in a fast-paced team environment.
• Adaptability to change and ability to set and adjust priorities as needed.
• Proficient in utilizing Microsoft Office 365 Applications (Word, Excel, PowerPoint, Power BI).

Education:

• Bachelor’s degree or equivalent combination of education and/or work experience
• Certified Quality Analyst (CQA), Customer Service Quality Assurance (CSQA), Certified Call Center Quality Analyst (CCQA)

Compensation: $24/hr - $25/hr

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.