Come join one of the biggest Telecom Carriers for a long term, hybrid opportunity!

Contract length:

30 months Required Skills & Experience 2+ years in call center quality assurance, compliance auditing, or customer support operations Hands-on experience using CRM systems Point of Sale (POS) software, Google Workspace, and AI conversation analytics (such as Gong) Desired Skills & Experience Working knowledge of workforce engagement and monitoring tools, with specific experience in Verizon platforms (B360, ACSS), LivePerson, Verint, and Salesforce High precision, active listening skills, and strong analytical ability to spot compliance gaps, trend performance issues, and complete documentation without errors What You Will Be Doing This individual monitors, audits, and evaluates customer interactions to ensure representatives follow company standards, maintain regulatory compliance, and provide professional, high-quality care. The feedback provided by this role helps supervisors coach and train their employees to ensure team members consistently deliver high standards of service.

Daily Responsibilities Interaction Monitoring & AI Auditing:

Actively listen to recorded calls, monitor interactions, and leverage AI-powered speech/conversation analytics tools to evaluate agent accuracy, sentiment trends, model performance, policy adherence, and customer engagement Identify non-compliant behaviors, procedural failures, or security risks during audits, and immediately escalate critical findings to appropriate stakeholders Turn evaluation data into simple, actionable feedback that helps team leads coach agents and gives leadership clear updates