Brand Specialist

As a Brand Specialist, you will be a key driver for the agents' success by developing others and helping them maximize their performance through focus on Quality Assurance.

The Purpose of Your Role

As a Brand Specialist, you will manage quality initiatives and oversee daily audit communications and operations for key Liveops clients. You will leverage Quality Assurance auditing processes and insights to improve agent productivity, refine quality of service and drive improved performance.  You'll provide program specific education direction to QA agents who are responsible for monitoring calls and sharing feedback for our contractors. You will provide data and analysis for both clients and internal teams.

The Qualifications We're Looking For

• Bachelor's degree or equivalent years of work experience required.

• 3 + years' experience working with customers in a customer service or sales environment.

• Proficient in MS Excel including VLOOKUP, pivot tables, formulas etc…

• Excellent verbal and written communication skills.

• Ability to work independently and meet deadlines.

• Strong decision-making abilities.

• Proven ability to lead and/or participate in virtual sessions.

• Proven to direct and motivate staff with integrity and ethics in a call center or telecommunications environment.

• Proven Technical aptitude and ability to master new systems and tools.

• Ability to work independently and meet deadlines.

• Bilingual a plus.

• Travel as needed.

The Competencies You Bring

Conceptual Thinking

• Planning & Organizing

• Communication/Persuasion/Influence

• Problem Solving

• Data Gathering & Analysis

The Value You Deliver

• Interface with clients and internal teams to define and implement audit process, question sets, procedures, and quality control standards for clients/programs.

• Liaison to QA agents who are responsible for monitoring calls and documenting feedback.

• Facilitate, evaluate, and monitor ongoing audits and calibrations to ensure compliance and quality performance from both agents and auditors.

• Own reporting, report distribution and analysis for audits and calibrations.

• Resolve audit questions and maintain updates to question sets

• Host weekly Auditor Open Office meetings to answer questions, calibrate calls, provide program updates, and provide feedback to program leadership.

• Attend and Facilitate sessions including Client Hosted calibrations and Mini Nation open office sessions.

• Analyze data to identify trends, issues, and potential improvement opportunities for programs.

• Work cross-functionally to certify auditors on internal and client tools and processes.

• Own the process of investigating and follow up on escalations or complaints with regards to quality.

• Assist with other tasks at the discretion of the Client Results Manager.

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods of time while working on a computer.

• Available for virtual meetings in a non-distracted environment.

• Ability to work independently and meet deadlines.

• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays

About Liveops:

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs.  This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you're part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer