Service Desk Specialist – NICE CXone

This is a fully remote position, open to applicants in France.

📋 Description

• Perform quality assurance audits on both inbound and outbound calls as well as chat transcripts.

• Ensure adherence to company standards and maintain product integrity.

• Collaborate with leadership to address quality, compliance, and efficiency issues.

• Work alongside leadership, compliance, and training teams on special department initiatives.

• Interpret and apply quality assurance standards effectively.

• Assess and prepare the adequacy of quality assurance standards.

• Recognize training needs and coordinate training activities to uphold quality standards.

• Investigate customer complaints and issues of non-compliance.

• Document and engage in internal audits.

• Develop and implement new quality assurance requirements that align with compliance guidelines.

• Analyze quality assurance data.

• Participate in monthly calibration meetings with leadership.

• Report to the Supervisor, Customer Experience Quality Management (Technology).

⛳️ Requirements

• 2-4 years of experience in quality assurance for call quality.

• Intermediate computer skills with expertise in Microsoft Office.

• Prior experience in a call center environment.

• Familiarity with NICE CXone or other call quality assurance software.

• Willingness to work onsite in corporate or client offices as necessary.

• Ability to participate in both internal and external meetings via video calls as needed.

• For roles requiring business travel and/or event attendance, the capacity to lift 25 lbs is necessary.

• For roles requiring business travel and/or event attendance, possession of a valid driver’s license and a satisfactory driving record is essential.

🏝️ Benefits

• Competitive salary package.

• Share plan.

• Performance bonuses based on company performance.

• Value-based recognition awards.

• Referral bonuses.

• Career coaching opportunities.

• Global career prospects.

• Non-linear career paths available.

• Internal development programs for management and technical leadership.

• Involvement in complex projects.

• Opportunities for rotations.

• Access to internal tech communities.

• Comprehensive training programs.

• Certification opportunities.

• Coaching sessions.

• Subscriptions to online learning platforms.

• "Pass-it-on" sessions.

• Workshops and conferences.

• Hybrid work options.

• Flexible working hours.

• Employee assistance program.

• Global internal wellbeing initiative.

• Access to wellbeing applications.

• Global internal tech communities.

• Hobby clubs and interest groups.

• Inclusion and diversity initiatives.

• Various events and celebrations.

• Comprehensive medical, dental, vision, disability coverage, and additional benefits.

• Flexible Spending Accounts available (Medical, Transit, and Dependent Care).

• Employer-paid life insurance and AD&D coverages.

• Health Savings Account options paired with our cost-effective high deductible medical plan.

• 401(k) Safe Harbor retirement plan with employer match, with immediate vesting.