About Company
At T-Mobile, we’re not just a telecommunications company; we’re a leader in customer experience, innovation, and connecting people. We believe in challenging the status quo, and our ‘Un-carrier’ movement is all about putting customers first. Our culture thrives on collaboration, diversity, and a passion for technology that changes lives. With millions of customers nationwide, our dedicated teams work tirelessly to ensure exceptional service, seamless connections, and innovative solutions. We’re committed to fostering an inclusive environment where every employee feels valued, respected, and empowered to contribute their best. Join a company that’s consistently recognized for its outstanding workplace culture and commitment to community, offering unparalleled opportunities for growth and impact in the fast-paced world of wireless.
Job Description
Are you passionate about delivering exceptional customer experiences and have a keen eye for detail? T-Mobile is seeking a highly motivated and detail-oriented Remote Call Quality Analyst to join our dynamic customer experience team. In this critical work-from-home role, you will be instrumental in upholding the high standards of customer service that T-Mobile is renowned for. Your primary responsibility will be to listen to, evaluate, and provide comprehensive feedback on customer interactions across various channels, primarily voice, to ensure strict adherence to company policies, regulatory guidelines, and most importantly, to continuously elevate the overall customer journey. This isn’t just about ticking boxes; it’s about understanding the nuances of communication and impact that define an exceptional customer experience.
This position requires a deep understanding of customer service best practices, strong analytical abilities, and excellent communication skills to articulate observations and recommendations effectively. As a Remote Call Quality Analyst, you’ll be at the forefront of identifying recurring trends, pinpointing specific areas for improvement in agent performance, and proactively contributing to the development of targeted training initiatives that elevate our entire team’s capabilities. Your insights will directly influence our operational efficiency, enhance our training programs, and significantly impact our customer satisfaction scores, making this a pivotal role in our continuous pursuit of excellence. You will be an advocate for both the customer and our customer service representatives, ensuring a balanced and fair evaluation process. If you’re a self-starter who thrives in a remote environment, possesses strong critical thinking skills, and is dedicated to fostering a culture of quality and continuous improvement, we invite you to be a part of the T-Mobile family and help us continue to redefine what’s possible in wireless communication. Embrace the flexibility of remote work while making a tangible impact on millions of customer interactions every day. You’ll play a vital role in shaping how T-Mobile interacts with its customers, ensuring every conversation strengthens our brand reputation and loyalty.
Key Responsibilities
- Conduct thorough and objective evaluations of recorded and live customer interactions (calls, chats, emails) against established quality guidelines and performance metrics.
- Provide constructive, actionable feedback to customer service representatives and team leaders to drive continuous improvement in agent performance and customer satisfaction.
- Identify and document trends in customer inquiries, agent performance, and compliance issues to inform training needs and operational enhancements.
- Participate in calibration sessions with other Quality Analysts and Team Leaders to ensure consistency and accuracy in evaluation standards.
- Contribute to the development and refinement of quality assurance forms, processes, and training materials.
- Generate regular reports on individual and team quality performance, highlighting key insights and recommendations to leadership.
- Stay current with product knowledge, service updates, and company policies to ensure accurate and relevant evaluations.
- Collaborate with training and operations teams to implement strategies for improving agent effectiveness and customer experience.
- Champion T-Mobile's customer-first philosophy by ensuring every interaction reflects our commitment to exceptional service and brand values.
Required Skills
- 2+ years of experience in a Call Center, Customer Service, or Quality Assurance role.
- Proven ability to analyze complex information and provide clear, concise, and constructive feedback.
- Excellent written and verbal communication skills, with strong attention to detail and active listening.
- Proficiency in using call monitoring and quality assurance software/tools (e.g., NICE, Verint, Calabrio).
- Strong organizational skills and ability to manage multiple tasks in a fast-paced, remote environment.
- Self-motivated and disciplined to excel in a remote work-from-home setting, with minimal supervision.
- A quiet, distraction-free home workspace and reliable high-speed internet connection.
- High school diploma or GED.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience with CRM systems (e.g., Salesforce) and contact center technologies.
- Familiarity with telecommunications products and services.
- Certification in Quality Assurance (e.g., Lean Six Sigma Yellow Belt) or relevant industry training.
- Experience coaching or mentoring customer service agents to improve performance.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive medical, dental, and vision insurance for you and your family.
- 401(k) retirement plan with generous company match.
- Generous paid time off, including vacation, sick leave, and company-recognized holidays.
- Employee discounts on T-Mobile services, devices, and accessories.
- Tuition reimbursement and extensive professional development opportunities to foster career growth.
- Robust employee assistance program and wellness initiatives to support your well-being.
- A dynamic, inclusive, and supportive company culture that values innovation and diversity.
- Opportunities for career growth and advancement within a leading, nationwide organization.
How to Apply
Ready to be a part of a company that puts customers first and values its employees? Don’t miss this opportunity to join T-Mobile as a Remote Call Quality Analyst. To apply, please click on the link below, which will direct you to our official careers page. Ensure your resume highlights your relevant experience in customer service and quality assurance.