Quality Assurance Analyst

Company: Dish
Location: Roseland
Posted on: February 1, 2025

Job Description:

Company Summary

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Department Summary

Our Sales teams advocate for our products and the customers they serve. We've built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry.

Job Duties and Responsibilities

We've built a loyal customer base by selling our products and services with authenticity. Our inbound sales and customer retention teams foster trust with existing and future customers by both educating and selling them on the value of DISH.

Key Responsibilities:

• You will evaluate and audit the quality of customer interactions through transcripts, incoming calls and callbacks from multiple call types
• Confirm adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
• Provide accurate, consistent and fair evaluations while providing clear and concise feedback
• Participate in weekly calibrations sessions to ensure a high level of consistency throughout various lines of business
• Assist with the development, implementation and maintenance of quality assurance guidelines and setting of related policies and procedures in an effort to ensure 100% customer/client satisfaction
• Collectively work with management and internal customers to communicate quality of work measurements and recommend improvements
• Meet all DISH's performance expectations, including but not limited to, satisfying all assurance, productivity standards and goals
• Regular and predictable attendance
  Skills, Experience and Requirements
  
  Education and Experience:
  
  • Associates Degree is a plus; or a combination of education and experience
    
    Skills and Qualifications:
    
    • Have strong customer service skills; friendly, approachable, motivated with a strong work ethic and high degree of integrity
    • Ability to collaborate with others to resolve problems and improve processes
    • Have the drive to learn and master DISH tools and resources
    • Proficiency of G-Suite
    • Appropriately organize, prioritize and monitor tasks for effective and efficient work completion
    • Ability to display proper writing, communication and active listening skills
      
      Visa sponsorship not available for this role
      
      Salary Ranges
      
      Compensation: $23.82/Hour - $34.05/Hour
      Benefits
      
      We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
      
      The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
      
      Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
      
      The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Keywords: Dish, East Orange , Quality Assurance Analyst, Professions , Roseland, New Jersey