Call Center – Observation Analyst

at Experis
Location Atlanta
Date Posted June 21, 2022
Category Call Centre / CustomerService
Job Type Not Specified


Title: Call Center Customer Service Professional - IV

Location: 100% REMOTE

Duration: 9+ months

Shift: 8:30 am - 4:30 pm Monday through Friday

Job Description:

  • Conduct call observations using an online observation system, Verint (call recording system), and Nexidia (data mining system) to deliver core customer experience data, analysis, and recommendations to the observation team to be communicated outward
  • Complete 100% of assigned observations
  • Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)


  • Call Center Experience 4+ years
  • High School degree
  • Proficient in Google Suite of products, Excel (Pivot tables), Smartsheet
  • Wireless Inside sales experience
  • Strong understanding of call center processes
  • Strong listening and written/oral communication skills
  • Attention to detail
  • Ability to conduct data analysis to uncover opportunities for coaching and development, skill/training gaps, and behaviors
  • Strong attendance is key to success and necessary to meet objectives
  • Must have the ability to work independently and in a team environment

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