Job description

Anteriad, meaning “pointing forward,” accurately represents its forward-looking approach and solutions that help customers take the lead in a competitive market. Anteriad is the leading B2B marketing solutions provider for blue-chip brands, including IBM, Microsoft, and Cisco. Marketers choose_ Anteriad_ for their intent-driven, full-funnel ABM and demand generation platform, world-class data and analytics, and performance marketing capabilities. Anteriad drives meaningful growth for customers by combining the technology and expertise B2B marketers need to win in today’s competitive market.

The Opportunity:
Anteriad is looking for a Contact Center Specialist to support our Operations team. This role will work with both our US and LATAM customer base and requires speaking both English and Spanish.

• Ideal candidates will reside in the Central Time Zone.

What You'll Do:

• You will work closely with the Customer Success Managers and Operations team.
• Oversee the data and phone quality of final lead deliveries for our US and Latin American customer base.
• Listen to call recordings, provide agent feedback to drive quality, agent development, and efficiency for all telemarketing activities.
• Maintain Quality Assurance/Quality Control processes and ensure compliance standards are met across all telemarketing campaigns.
• Assist Associate Director and Senior Quality Analyst in creating and distributing reporting.
• Documenting all quality control activities in Anteriad platform.
• Identifying and escalating situations requiring urgent attention.
• Conducting “Intent Checks” to ensure that Anteriad leads meet required quality standards.
• Coordinating and facilitating call calibration sessions.
• Assist the Anteriad Management and Operations teams in any support and projects as needed.

What You'll Bring:

• Bachelor's Degree Required
• Minimum of 3 plus years of related experience providing customer support and agent coaching.
• Bilingual (English & Spanish)
• Must have the ability to work independently without constant direction or supervision.
• Working hours CST
• Must have strong oral and written communication and be able to articulate in a courteous manner.
• Must remain effective in high-pressure situations, using both positive and negative outcomes as an incentive to move forward toward fulfilling commitments to achieving personal and team goals.
• Must be able to learn quickly and adapt to changing landscapes.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be self-motivated and possess a strong work ethic to continually strive to put forth extra effort.
• QA/QC Experience (Preferred)

#LI-Remote
Our Values:

• Lead & Learn We lead with unrivaled vision, innovation and execution, always learning and embracing new ways of doing things to stay out in front
• Collaborate & Celebrate We build great things when we work together as one Anteriad team, celebrating our achievements – both great and small – along the way
• Innovate & Inspire We are always looking for bold new ways to exceed the expectations of our customers and to inspire each other to even greater success
• Do More & Do Good We go above and beyond in the service of our clients and colleagues, and the communities where we

Job Type: Full-time

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