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Contact Center Operations Quality Agent II 


The Contact Center Operations Quality Agent is an intermediate Contact Center service position, tasked with monitoring both people and processes, testing TicketNetwork products and assisting with process improvement to ensure that all TicketNetwork products meet quality standards and perform to specifications.


Primary Responsibilities:

  • Monitor and evaluate agents calls, chats and email performance according to quality specifications, and requirements
  • Monitor calls to provide feedback regarding phone, chat and email etiquette and adherence to procedures
  • Provide feedback to Contact Center leads and managers
  • Provide accurate and timely reports on call quality, productivity, availability, and other key metrics as determined.
  • Help agents improve their performance with specific instructions and constant support
  • Review and measure performance on follow-up processes
  • Identify process improvement opportunities
  • Execute on test cases for TicketNetwork products and projects
  • Assist with special projects as needed
  • Assist with defect recording and reporting
  • Participate in calibration sessions to ensure accurate and consistent performance
  • Other related duties as assigned



Position Requirements

Required Experience:

  • At least two years of experience working in a high-volume Contact Center job.
  • High School Diploma or equivalent
  • Associate’s degree in Business, Communication or related field preferred.


  • Full time - 40 hours
  • At least one weekend day (Saturday or Sunday) required
Full-Time/Part-Time Full-Time  
Shift Various Shifts  
Division TicketNetwork, Inc.  
Exempt/Non-Exempt Non-Exempt  
Req Number CON-22-00083  
Location Hartford County - TN  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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