Call Quality Analyst

COMPANY: MVP MAILHOUSE
Located in Park City, UT, MVP Mailhouse is a leader in direct marketing and analytics that drive ROI, specializing in the dental industry. Read more about MVP Mailhouse’s products and services on our flagship website: ---------- .

MVP Mailhouse’s flagship product is direct mail marketing with unexpectedly advanced technology. We track all the phone calls and new customer conversations that our marketing campaigns generate for our customers and help them use that data to increase performance.

MVP Mailhouse uses proprietary technology including native mobile and web-based applications to make our customer experience more streamlined and effective.

TEAM: OPERATIONS
MVP Mailhouse dedicates small teams to manage each customer’s campaign. Each team has the resources to produce high quality designs that are targeted to the best neighborhoods for each customer. After a campaign is delivered, the team works together to analyze the results and make adjustments to subsequent campaigns.

Operational teams are responsible to make sure that each customer achieves the best possible marketing results and has a delightful experience along the way.

POSITION: CALL QUALITY ANALYST
The Call Quality Analyst is responsible for listening to recorded calls of people calling into dental offices to inquire about services and potentially scheduling an appointment. You would be tasked to listen to the recording and score the front desk staff performance based on a number of predetermined criteria that MVP Mailhouse has selected. You will have to complete a scorecard for each call.

RESPONSIBILITIES:
- Track and score recorded calls from dental offices
- Check and record important information from the calls (e.g. patient’s name, contact info, reason for calling, response of the front desk staff)
- Responsible for letting the Marketing Consultant know of any occurrence in the call that needs attention from the dental offices
- Track all types of calls - answered, calls put on hold or missed - for audit and report purposes

REQUIREMENTS:
- Excellent verbal and written English communication skills
- Experience in call quality assurance and coaching is preferred
- Knowledgeable with business systems like Google and Salesforce
- Experience in handling and listening to high volume of recorded calls

DETAILS:
- Status: Full-time (~40 hrs per week
- Work hours: US business hours (PH night shift)
- Location: Virtual team (work from home)

BENEFITS:
- 10 paid days off per year
- 8 paid regional/religious holidays
- 13th month bonus
- Quarterly health insurance reimbursement for self and one dependent
- Monthly internet reimbursement
- Paid training