**ALORICA ACADEMY** HOME (https://connect.alorica.com/mlink/site\_page/NjQ) **PAGE (Connect and learn more about Step Up Programs, view different keys roles and competencies required)** . **GET TO KNOW ALORICA** At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. **JOB SUMMARY** Performs work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision. **JOB RESPONSIBILITIES** • Required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement. • Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development. • Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups • Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues • Provides documentation of corrective action taken related to system and application technical modification • Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies • Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules • Creates customized queries for end-user support • Provides problem analysis and resolution in support of existing applications and projects • Administers timekeeping functions via Alorica’s time reporting system **OTHER RELATED DUTIES** • Assists IT department in quality monitoring problem resolution • Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems **JOB REQUIREMENTS** **Minimum Education and Experience:** • Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred) • Significant experience in quality monitoring • Exposure to telephony concepts and voice recording workflow (preferred) **Knowledge, Skills and Abilities:** • High-level understanding of voice recording technologies • Clear understanding of agent administration in CMS • Strong written and oral communication skills • Strong analytical skills • Familiarity of Alorica IT Business Processes **Work Environment:** • Work is performed in a climate-controlled call center environment. • Occasional exposure to dust, electricity, and extreme temperatures **Physical Demands:** • Occasional lifting, bending, sitting, and stooping **Equal Opportunity Employer – Veterans/Disabled**