customer service call center agent

Disruptive IT LLC

Overview Core Platform Expertise<ul><li>Oracle Siebel CRM (Contact Center / Call Center modules)Strong hands-on experience configuring and supporting Siebel for high-volume customer service environments.</li><li>Siebel Tools</li><li>Business Components, Business Objects</li><li>Applets, Views, Screens</li><li>Workflows and Runtime Events</li><li>Task UI and service workflows</li><li>Scripting (eScript / Siebel VB)</li><li>Data Model and Configuration</li><li>Extension tables</li><li>Joins and links</li><li>Picklists, LOV management</li><li>Data validation and business rules</li></ul>Contact Center Capabilities<ul><li>Experience implementing and supporting agent workflows including:</li><li>Case / Service Request management</li><li>Customer interaction history</li><li>Knowledge management integration</li><li>Complaint and escalation workflows</li><li>Agent desktop configuration</li><li>Omnichannel interaction management</li><li>Understanding of how Siebel supports:</li><li>inbound call workflows</li><li>agent screen-pops</li><li>guided resolution processes</li><li>customer 360 views</li></ul>CTI and Telephony IntegrationExperience integrating Siebel with telephony platforms using Computer Telephony Integration (CTI).Typical environments include:<ul><li>Siebel CTI Toolbar</li><li>Open UI integrations</li><li>Telephony platforms such as:</li><li>Cisco UCCE / UCCX</li><li>Avaya</li><li>Genesys</li><li>NICE</li></ul>Capabilities include:<ul><li>screen-pop configuration</li><li>call event handling</li><li>agent state management</li><li>interaction logging</li></ul>Integration and MiddlewareExperience integrating Siebel with enterprise systems.Technologies may include:<ul><li>Siebel EAI</li><li>Web Services (SOAP / REST)</li><li>Integration Objects</li><li>XML messaging</li><li>JMS / middleware platforms</li><li>Oracle SOA Suite</li><li>API integrations with billing, identity, and customer systems</li></ul>Performance and ScalabilityExperience supporting large contact center deployments.Skills include:<ul><li>Siebel performance tuning</li><li>SQL and database optimization (Oracle DB)</li><li>Batch processing and EIM</li><li>Workflow performance tuning</li><li>Load troubleshooting for high agent concurrency</li></ul>Deployment and ArchitectureExperience in enterprise Siebel environments including:<ul><li>Siebel Server architecture</li><li>Gateway / Application Interface</li><li>Open UI deployments</li><li>Multi-environment release management</li><li>Dev / Test / Prod lifecycle</li></ul>Experience working with:<ul><li>Linux / Unix server environments</li><li>Web servers (Apache / Tomcat)</li><li>CI/CD or release automation</li></ul>Contact Center Operations UnderstandingMid-to-senior candidates should also understand operational realities:<ul><li>agent productivity workflows</li><li>call center KPIs</li><li>escalation processes</li><li>regulatory environments (healthcare, financial services, government)</li></ul>Preferred ExperienceSiebel Open UI customizationJavaScript developmentSiebel upgrade or modernization projectsMigration to cloud or hybrid architecturesExperience with large government or enterprise customer service platformsPay: $50.00 - $115.00 per hourWork Location: Remote

Oracle Siebel Contact Center – Mid to Senior Level

Spectrum Solution W.L L

Job description:We are seeking a Call Center Agent fluent in URDU/HINDI and ENGLISH to join our customer service team.Requirements:<ul><li>Fluent in ENGLISH and URDU/HINDI</li><li>Minimum 2 years of experience in customer service or call center</li><li>Must hold a valid QID</li><li>Ready to join immediately</li><li>Age below 35 years</li><li>Freelance or family visa required</li></ul>Salary &amp; Benefits:<ul><li>4500 FIXED salary + attractive commission</li></ul>Job Type: Full-timeInterested candidates, please apply immediatelySend your CVS on 77708191 with subject Call Center Agent (Hindi/Urdu &amp;English) .Work Location: In person

Call Center Agent (Urdu/Hindi & English)

seven

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 Key Responsibilities:
 
 
 
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 Monitor and evaluate inbound and outbound calls to ensure compliance with company policies, procedures, and quality standards.
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 Maintain and update quality assurance scorecards and documentation.
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 Identify trends in agent performance and provide actionable insights to management.
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 Collaborate with training and operations teams to improve agent knowledge and performance.
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 Ensure adherence to regulatory and customer service standards (e.g., data privacy, confidentiality).
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 Generate daily, weekly, and monthly QA reports and dashboards.
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 Requirements:
 
 
 
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 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field.
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 2&ndash;4 years of experience in a quality assurance, or call center roles, preferably in a call center or BPO environment.
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 Strong understanding of call center metrics and quality standards.
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 Strong verbal and written communication skills (Arabic and English preferred).
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 Ability to provide constructive feedback and manage multiple tasks under tight deadlines.
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 A team player with strong interpersonal and coaching skills.
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Quality Assurance Specialist

AlphaForce Technology Solutions

Position: Customer Service RepresentativeWorksite: 100% Remote Role Duration: 6 months (Possible extension)Tentative Start date: June 22th, 2026 &ndash; Client is expecting 100% attendance for the first 90 daysShift: Monday &ndash; Friday (any 8-hour shift between 8:00 am to 6:30 pm EST)Shift Schedule: Daily hours and shifts may vary, with a rotational requirement for after-hours coverage and opportunities for Overtime as needed to support storm related activities.Job Description:Responsibilities:The Customer Services Representative will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming and outgoing phone, email, and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalating caller situations, adapt quickly to change, and working in a team environment.Key Responsibilities:Answer incoming phone calls, chats, and or emailsConduct outreach phone calls and or emails.Provide outstanding customer service.Recognize and follow call flows with scripts.Research and review customer inquiries.Research information using multiple systems.Relay research findings and outcomes to customers.Manage customer contact while balancing the entry and review of all customer documentation.Successfully achieve individual production metrics and contribute to the success of the broader teams&rsquo; goals.Maintain compliance and adhere to quality standards aligned to reduce operational risk.Protect the privacy of clients while using multiple data sources and systems.Identify and escalate appropriate issues.Clearly documents call information and encounters in call logs.Recognize and alert management of risk and trends.Quickly transition from one task to another.Maintain a professional demeanor.Other duties as assigned.Basic Qualifications:2 years of Customer Service experience.1 year of Call Center Agent experience.6 months of Utilities or Health &amp; Public Services experience.Requirements of the Role:High School Diploma or GED.Internet access sufficient to handle calls received via the Internet.Quiet and private remote work location.Proficiency with computers: Experience using the internet, email via Outlook, etc.Data entry experience.Listening, verbal, and written communication experience.Microsoft Office (Excel, Word, Outlook, and Teams) experience.High School Diploma/GED.Pay: $21.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Life insurance</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>What is your email address, contact number, and the best time to call you?</li></ul>Education:<ul><li>High school or equivalent (Preferred)</li></ul>Experience:<ul><li>Call Center Inbound/Outbound: 2 years (Preferred)</li></ul>Work Location: Remote

Customer Service Representative

We are seeking a Call Center Agent fluent in Tagalog and English to join our customer service team.Requirements:<ul><li>Fluent in ENGLISH and TAGALOG</li><li>Minimum 2 years of experience in customer service or call center</li><li>Must hold a valid QID</li><li>Ready to join immediately</li><li>Age below 35 years</li><li>Freelance or family visa required only.</li></ul>Job Type: Full-timeInterested candidates, please apply immediately! CVS ON 77708191/50473388. with subject TAGALOG SPEAKER.Work Location: In person

Customer Service Representative (Tagalog/ English)

MarketSource Inc.

<div>
 
 
 Quality Assurance Coordinator - Healthcare
 
 
 
 
 
 
 MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world&rsquo;s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.
 
 
 
 
 
 Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.
 
 
 
 
 
 
 Summary
 
 
 
 
 
 
 As a Quality Assurance Coordinator servicing health insurance industry clients, you will ensure best-in-class quality assurance in a highly regulated environment. Working closely with the Quality Assurance Supervisor, this role is responsible for ensuring that agent-member interactions, program documentation and processes, meet client requirements and compliance standards with respect to applicable regulations (e.g. HIPAA, CMS). By evaluating performance against program requirements and compliance standards, this position plays a critical role in identifying initiatives related to automation, coaching, auditing, data reporting and training.
 
 
 
 
 
 More specifically, you will monitor agent/customer interactions, conduct audits, and participate in continuous improvement initiatives to meet or exceed client contractual quality commitments and enhance customer satisfaction. In this role, you will collaborate with team members across the organization to uphold high performance standards and implement innovative quality solutions.
 
 
 
 
 
 
 Essential Job Functions
 
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 &bull; Call Monitoring &amp; Evaluation: Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies. Use standard scorecards to rate communication skills, compliance, and resolution effectiveness for each interaction.
 
 
 &bull; Compliance Audits: Conduct regular QA audits of customer service interactions, documents, and processes to ensure adherence to health insurance regulations and client requirements (e.g. verify HIPAA privacy compliance, Medicare/CMS guidelines).
 
 
 &bull; Feedback &amp; Coaching: Identify constructive feedback and coaching opportunities for call center agents focused on improving customer service skills and compliance. Partner with relevant internal stakeholders to develop refresher training or new learning modules for recurring issues.
 
 
 &bull; Quality Reporting &amp; Analysis: Analyze QA data and metrics (quality scores, error trends, customer feedback) to identify trends, root causes, and areas for improvement. Prepare and present detailed quality reports for Supervisors, highlighting performance against KPIs and recommending actions. Ensure all reporting is timely, accurate, and aligned with client SLAs.
 
 
 &bull; Customer Service &amp; Continuous Improvement: Champion a customer-centric approach in quality programs, ensuring that QA standards align with exceptional customer service and positive member experiences. Promote a culture of continuous improvement and innovation, introducing initiatives (e.g. process automation, updated QA scorecards, new monitoring techniques) that elevate quality and efficiency.
 
 
 &bull; Contractual &amp; SLA Adherence: Maintain QA schedules (e.g. call sampling rates) and partner with applicable stakeholders to ensure quality targets are met or exceeded.
 
 
 &bull; Regulatory Compliance Assurance: Stay up-to-date on all relevant health insurance industry regulations and client compliance standards. Ensure quality processes and agent evaluations incorporate checks for regulatory requirements (e.g. proper call disclosures, data privacy and security protocols, documentation accuracy). Conduct focused compliance monitoring (such as verifying HIPAA procedures on calls) and support any external audits or quality assessments by providing necessary documentation and reports.
 
 
 
 
 
 
 Required Knowledge, Skills, and Abilities:
 
 
 
 
 
 
 &bull; Analytical &amp; Reporting Skills: Strong analytical abilities with experience in data analysis and QA metrics interpretation. Proficiency in creating and sharing quality reports, presentations, and dashboards for stakeholders. Able to identify trends and root causes from data and drive actionable insights for process improvements.
 
 
 &bull; Communication &amp; Coaching: Excellent verbal and written communication skills. Ability to deliver clear, constructive feedback and training to frontline employees to improve performance. Strong interpersonal skills with a collaborative approach to work effectively with agents, trainers, managers, and clients.
 
 
 &bull; Knowledge of Compliance Standards: In-depth knowledge of health insurance regulations and compliance requirements, including HIPAA privacy/security rules and Medicare/Medicaid guidelines for call centers. Demonstrated commitment to maintaining confidentiality and data security in handling Protected Health Information.
 
 
 &bull; Organizational Skills: Detail-oriented and highly organized, with the ability to manage QA review schedules, multitask across different client programs, and meet strict deadlines for reports and audits. Capable of maintaining documentation and records with a strong attention to detail for auditing purposes.
 
 
 &bull; Problem-Solving &amp; Improvement Mindset: A proactive mindset focused on continuous improvement and innovation in quality processes. Ability to troubleshoot quality issues, facilitate root cause analysis, and implement process or policy enhancements that improve service outcomes. Adaptable to change and able to update QA criteria as business needs and industry standards evolve.
 
 
 &bull; Technical Proficiency: Proficient with standard office software (e.g. MS Excel, Word, PowerPoint) and experienced in using call center QA monitoring tools. Hands-on experience with quality management systems or call recording software is preferred. Comfortable working with Customer Relationship Management (CRM) systems and contact center telephony platforms; able to quickly learn new software and analytics tools related to quality monitoring.
 
 
 
 
 
 
 Job Requirements:
 
 
 
 
 
 
 &bull; High school diploma or GED required.
 
 
 &bull; Experience: 2+ years of experience in call center quality assurance, with prior QA experience in the health insurance or healthcare industry strongly preferred. Familiarity with health insurance products, terminology, and member services processes is essential. Experience in a BPO/outsourcing environment or high-volume contact center is highly valued.
 
 
 &bull; Compliance Training: HIPAA compliance certification or formal training in privacy and security of healthcare information is strongly preferred. Any additional certifications in healthcare compliance or call center compliance (e.g., CMS training) would be beneficial.
 
 
 &bull; QA/Customer Service Certifications: Certifications in call center quality or customer service (for example, COPC or other contact center excellence certifications) are an advantage, as they demonstrate knowledge of industry best practices in quality assurance and customer experience.
 
 
 &bull; Quality Monitoring Software: Proficiency with call recording and quality management systems for evaluating interactions and tracking QA data. Experience leveraging these tools to create scorecards, record evaluations, and generate QA reports.
 
 
 &bull; Contact Center Technologies: Working knowledge of call center telephony systems, CRM software, and workforce management tools. Ability to navigate systems commonly used in health insurance BPO operations to verify information during QA reviews.
 
 
 &bull; E-Learning/Training Tools: Experience with e-learning platforms or Learning Management Systems (LMS) is a plus, to coordinate agent training and track the effectiveness of coaching interventions related to quality improvement.
 
</div>

Quality Assurance Coordinator - Healthcare

Awami Financial (Private) Limited

The Trainer is responsible for developing and delivering training programs to new and existing call center agents. The role ensures agents are well-equipped with communication skills, product knowledge, customer handling techniques, and system proficiency to meet performance standards and deliver quality service.Key Responsibilities<ul><li>Conduct onboarding training for new call center agents on company policies, processes, and systems.</li><li>Deliver job-specific training covering communication skills, customer service etiquette, call handling procedures, and script adherence.</li><li>Train agents on CRM systems, call center tools, and workflows.</li><li>Prepare and update training materials, presentations, manuals, assessments, and SOPs.</li><li>Evaluate trainees through quizzes, role plays, mock calls, and assessments to gauge readiness.</li><li>Work closely with Team Leads, QA, and Operations to ensure training content aligns with current needs and trends.</li><li>Maintain training attendance, performance records, and daily/weekly batch reports.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree preferred.</li><li>Proven experience as a Trainer or Senior Agent in a call center environment.</li><li>Strong communication, presentation, and facilitation skills.</li><li>Good understanding of call center operations, customer service techniques, and system workflows.</li><li>Ability to design engaging training material.</li><li>Strong analytical and reporting skills.</li><li>Excellent command of MS Office and training tools.</li><li>Ability to manage multiple batches and handle large groups confidently.</li></ul>Job Type: Full-timeWork Location: In person

Trainer- Call Centre

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