Duties/Responsibilities:

• Track agent engagement across platforms such as NICE and Balto.

• Monitors service levels, dropped calls, and call behaviors (transfer rates, hold times, & disconnects)

• Troubleshoots and/or escalates technical concerns or anomalies as needed.

• Submit and track tickets for application and technical support.

• Maintain agent tagging and administrative configuration within Balto.

• Participate in QA user testing and support the rollout of new features and tools.

• Delivers training support for NICE and Balto.

• Supports audits, reporting, and tech optimization efforts

• Conduct regular Caller ID accuracy checks

Required Skills/Abilities:

• Excellent Communication Skills: Strong written and verbal communication skills, able to provide constructive feedback in a clear and supportive manner.

• NiCE experience is a must

• Detail-Oriented: Ability to analyze large sets of data and identify trends, patterns, and key areas for improvement.

• Organizational Skills: Exceptional time management and organizational skills, with an ability to meet quotas and deadlines effectively.

• Service-Oriented Mindset: A strong desire to contribute to both customer experience improvements and agent development.

• Analytical Expertise: Skilled in reviewing call data, performance metrics, and customer records to drive informed decisions and continuous improvements.

• Technical Skills: Familiarity with QA systems, CRM platforms, and contact center technologies.

Education and Experience:

• Education: High School diploma or equivalent required; a college degree is preferred.

• Experience: Experience in a contact center or customer service environment is preferred, with hands-on experience in quality assurance or a related field.