Call Center Quality Assurance Specialist
Who We Are
HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.hungerrush.com.
At HungerRush, our commitment is to revolutionize restaurant services. One of our products, OrderAI, is growing rapidly and as a result, the OrderAI team is also expanding. With this growth comes added complexity. The OrderAI Call Recording Full-time Auditor plays a vital role in ensuring the accuracy, quality, and compliance of recorded calls within the OrderAI system. Attention to detail, analytical skills, and understanding of call center operations will contribute to maintaining high standards of service and enhancing customer experiences. The position will be responsible for reviewing and evaluating recorded calls, identifying areas of improvement, and providing actionable feedback to optimize performance and operational efficiency.
This is a remote role but may not be performed in the following states: California, Colorado, Maine, Minnesota, New York, Ohio, Pennsylvania, Washington D.C, or Washington. Access to an office space is available in Overland Park, KS and Houston, TX.
Essential Responsibilities and Duties
- Growth Mindset: OrderAI is an ever-evolving product within HungerRush. A growth mindset and flexibility is essential to success.
- Call Quality Evaluation: Listen to recorded calls to assess call quality, agent performance, adherence to scripts, and compliance with company policies and procedures.
- Data Accuracy: Verify that information provided during customer interactions is accurate and complete, highlighting any discrepancies or errors.
- Performance Metrics: Analyze call metrics, such as call handling time, call disposition, order conversion rates, and customer satisfaction scores, to identify trends and opportunities for enhancement.
- Feedback and Coaching: Provide constructive feedback to agents and supervisors based on evaluation results, offering guidance on improving communication skills, product knowledge, and customer interactions.
- Documentation: Maintain accurate records of call evaluations, highlighting key observations, recommendations, and areas of concern.
- Reporting: Generate regular reports summarizing audit findings, performance trends, and areas requiring further attention.
- Experience Improvement: Provide constructive feedback to help enhance the customer experience and the product functionality.
- Training Support: Collaborate with training teams to develop training materials and resources based on common trends and improvement areas identified during audits.
- Continuous Improvement: Contribute to the continuous improvement of call center processes by sharing insights, best practices, and suggestions for enhancing customer interactions.
- High school diploma or equivalent.
- 2 years of experience in call center operations or service-related fields.
- Basic proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with call recording systems and quality evaluation tools.
- Strong interpersonal skills for effective communication and collaboration.
- Certification in call quality evaluation or related field.
- Experience with OrderAI or similar AI-driven call center systems.
- Previous experience as a call center agent or supervisor.
What you need for this position
- Knowledge of the Restaurant/Hospitality Industry: A strong understanding of restaurant operations, customer interactions, and order-taking processes.
- Knowledge of Call Center Dynamics: A strong understanding of call center operations, customer interactions, and call handling processes.
- Attention to Detail: Meticulous attention to detail to accurately assess calls and detect inconsistencies or errors.
- Passion for Success: As the product grows and assignments shift, the team will be relying on your expertise to help make other ventures successful.
- Analytical Skills: Proficiency in analyzing call data and metrics to identify patterns, trends, and opportunities for improvement.
- Communication Skills: Excellent written and verbal communication skills to provide clear and constructive feedback to agents and teams.
- Time Management: Strong organizational skills to manage and prioritize multiple tasks and evaluations within set timeframes.
- Adaptability: Ability to adapt to changing priorities and evolving call center requirements.
- Problem-Solving: Effective problem-solving skills to address challenges and recommend solutions for enhancing call quality.
- Team Collaboration: A collaborative approach to work with cross-functional teams, including agents, supervisors, and training teams.
This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.