What you’ll be doing...

At Visible, we’re building a new, entirely digital way to deliver mobile phone service to fit the needs of people who live their lives on their phones. With one simple price, we offer unlimited data, messages, and minutes, on America’s best 4G LTE network. Based in Denver, CO, we’re a team of passionate people imagining and building the future of mobile phone service, while creating a new culture and ways of doing business from ground up. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

Visible Operations has identified the need for a dedicated Quality Analyst to audit vendor care engagements and hold vendor partners accountable to Visible quality standards. Our QA Analyst will maintain an objective voice in helping maintain consistent and excellent customer service, and will play a key part in improving the Visible member journey. This role will have an impact on Visible’s ability to deliver a superior care experience that differentiates our service across the customer service space, and will help ensure we employ the best vendor leaders and agents on our program.

This is a full-time position based anywhere in the US with occasional travel to one of our major locations.

  • Monitor and assess the chat, social, and phone interactions of vendor partner agents and leadership team. This will include documenting agent performance strengths and weaknesses, quality checking product knowledge, policies, and procedures, and highlighting compliance issues.

  • Lead regular quality calibrations with vendor partners.

  • Support strategic initiatives (e.g, outbound calling).

  • Help drive quality guidelines and procedures.

  • Define reporting needs.

  • Regularly spot check data for compliance.

  • Work with Visible support team to suggest/design training programs or process enhancements that correct quality issues as needed.

  • Work closely with Visible’s vendor manager and Quality Lead to align on quality performance, goals, and opportunities.

  • Partner closely with vendor leadership to ensure alignment on strengths/opportunities, and identify actions to close performance gaps.

  • Partner closely with care L&D resources, support operations and strategy lead.

  • Work with triage team to obtain a solid understanding of technical care processes.

Note: This position can be located in any valid Verizon/Visible domestic locations

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Three or more years of relevant work experience.

  • Two years of experience as a Quality Analyst within a call center.

  • Four years of work experience implementing and maintaining digital support/delivery.

Even better if you have:

  • Four years of experience as a Quality Analyst within a call center.

  • Excellent critical thinking and decision-skills.

  • Excellent understanding of digital support/delivery.

  • Creativity and out of the box thinking.

  • Excellent time management skills.

  • Experience with co-employment and vendor vendor/client relations.

  • Proven ability to thrive in a fast-paced environment and understand all aspects of a continually evolving product.

  • Working knowledge of Sprinklr, Salesforce and Monet.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.