Call Center Quality Assurance Specialist

hace 1 semana

San José, Costa Rica Launch Potato A tiempo completo

**WHO ARE WE?**

Launch Potato is a digital media company with a portfolio of brands and technologies. As The Discovery and Conversion Company, Launch Potato's mission is to be the most innovative, tech-enabled media company connecting consumers to the world's leading brands.

The company is headquartered in vibrant downtown Delray Beach, Florida, with a unique international team across more than a dozen countries. Launch Potato's success comes from a diverse, energetic culture and high-performing, entrepreneurial team.

**YOUR ROLE**

You'll be exposed to various clients and verticals supporting their campaigns and ensuring that we're meeting or exceeding their goals. You will be working cross-functionally with passionate, extremely talented individuals with opportunities for learning, growth, and mentorship. We are looking for a self-starter who is highly organized, has excellent communication and people skills, is highly motivated to learn, is a team player, and loves working in a fast-paced environment. You will:

- Develop in-depth knowledge of client Key Performance Indicators (KPIs)
- Performance analysis of call buyer campaign performance and the ability to identify areas of growth or opportunities for optimizing based on advertiser KPIs
- Assist with onboarding call buyers - facilitate the pre‐launch process by gathering relevant client information and working with internal teams to ensure a successful and efficient launch.
- Troubleshoot tracking issues and help resolve discrepancies.
- Ensure all campaign updates, payout changes, call center hours, call cap and concurrencies, and tracking changes are facilitated internally in a timely manner
- Assist our Yield team with various operational tasks with call centers, such as calling hours, state dialing lists, dialing cadence, agent performance and shifts, data implementation, and API integrations
- Run Quality Assurance checks on calls for both our internal call center and advertising partners
- Support Account Management through ad hoc reporting, data entry, finance requests, and operations
- Work within a team environment, but balance priorities and manage workload independently

**WHAT YOU NEED TO SUCCEED**
- Fluent in English with expert communication skills, both written and verbal
- High volume call center experience
- Tech savvy; comfortable using Excel and Google Sheets
- Past Call Tracking Platform experience
- Past CRM management & organization is a plus
- Familiarity with Data Analytics and API Management experience is a plus
- Must be detail-oriented, organized, and self-motivated

From Day One, we've been committed to having a diverse, inclusive team and culture. We are proud to be an Equal Employment Opportunity company. We value diversity, equity, and inclusion.

We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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