Job Title: Help Desk Contact Center Quality Assurance Analyst - Remote Opportunity
Company: National Telecommuting Institute-NTI, Inc.
Location: Remote
Start Date: February 1 st 2025
Are you looking to jumpstart your career, return to work after a break, or gain valuable experience in the call center tech field? NTI, Inc. is here to help! We specialize in placing Americans with disabilities and their caregivers in remote, work from home positions. We work with V ocational Rehabilitation counselors (VR), Social Security Administration, and Ticket to Work. We are excited to offer an amazing opportunity to join our team as a Help Desk Contact Center Quality Analyst.
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Why NTI, Inc. is the Right Fit for You
Position Overview
As a Help Desk Contact Quality Assurance Analyst, you will provide critical Quality Assurance support to contact center agents of the FSD Help Desk. Agents will be assisting users with troubleshooting via phone, chat, or webform submission via remote work. You'll be supporting a live remote team that ensures seamless service for users navigating government systems. Your role involves overseeing and evaluating the quality of interactions handled by the remote contact center agents, with a focus on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement. The ideal candidate will have a strong commitment to NTI's mission of creating inclusive employment opportunities and will demonstrate leadership in promoting a culture of wellness, collaboration, and innovation.
The rate of pay for this position is approximately $45,000 annual salary. The final pay rate will be set based on experience, geographic location, and possibly contractual requirements and could fall outside of this range.
Key Responsibilities
Team Leadership & Development :
Operational Excellence :
Performance Management & Reporting :
Collaboration & Escalation :
Compliance & Continuous Improvement :
Other Duties :
Minimum Requirements
Work from Home Office Requirements: Ability to meet the home office set-up requirements (details provided upon hiring).
Preferred Qualifications
What We Offer
A 100% remote environment with EXCELLENT benefits for full-time employees, including a very generous employer contribution to your health and dental benefits, a health savings account (HSA) with employer contribution, a flexible spending account (FSA), a 403b plan with 5 percent employer contribution of gross salary after one year of employment (no employee contribution required), and 100% employer-paid LTD, STD, AD&D, and life insurances. We provide generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months of June through Labor Day. We also offer tuition reimbursement if you have plans to continue your studies.
If you're ready to join a company that values diversity, inclusion, and career growth, apply today!
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