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Call Center Quality Analyst at National Vision, Inc. in Duluth, Georgia

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Company Description

At National Vision, we believe that everyone deserves to see their best to live their best. We make that possible by offering quality eye care and eye wear more affordable and accessible.

National Vision, Inc. (NVI) is one of the largest optical retailers in the United States, operating over 980 retail locations in 44 states plus the District of Columbia and Puerto Rico as well as an optical lab network consisting of three domestic locations and two international locations. NVI offers an innovative culture where training is a priority, hard work is praised, and career growth is a reality.

Right now we're looking for a Call Center QA to join our growing team.

The eCommerce Quality Assurance Specialist (QA Rep) is responsible for providing ongoing feedback & education to eCommerce Agents regarding the accuracy & integrity of customer and store incoming and outgoing calls.

Job Description

What Would You Do?

  • Reviews daily the integrity of calls answered and made by each Agent via listening to call recordings.

  • Selects a random sample of 3-5 call recordings each week and provides feedback to the Supervisor.

  • Grades each call and systematically records the results of their quality review for the purpose of providing feedback for focused review & strategic improvement of proper procedures for order taking and order status.

  • Ensures eCommerce Agents understand the complexities of customer ordering online and follows the orders through the shipment fulfillment process.

  • Collaborates with multiple areas to initiate and support center-wide process improvement standards & competencies.

  • Acts as an informational resource for additional opportunities for Agent improvement


  • High diploma or equivalent is required, Bachelor's degree preferred.

  • 5+ of call center experience.

  • Must possess analytical skills for problem solving, training evaluation and effective organization of responsibilities.

  • Working knowledge of medical terminology.

  • Strong oral and written communication skills.

  • Excellent time management skills to permit handling a large workload.

  • Proficient in Excel and Analytics

Additional Information

What are the benefits?

National Vision offers a competitive benefits package including Health and Dental Insurance, 401k with company match, Flex Spending Account, Short Term and Long Term Disability Insurance, Life Insurance, Paid Personal Time Off, and much more. Please see our website to learn more.ll your information will be kept confidential according to EEO guidelines.

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