SQM GROUP SQM Group is a software company specializing in customer service QA management for call center agents. Our software solution helps call centers and agents improve FCR, Csat, provide great customer service, and reduce costs. We are a specialist firm for the call center industry in measuring, benchmarking, tracking, and improving FCR. At the heart of our services is SQM™ Customer Service QA Software, FCR and Csat research, best practices consulting, and awarding for FCR and Csat performance. We help call centers to improve FCR, deliver a great Csat, reduce operating costs, and improve the Net Promoter Score. Our mySQM™ Customer Service QA Software is a SaaS-based subscription platform explicitly built for call centers. Our Personalized Intelligence™ software features assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience. HISTORY Mike Desmarais founded SQM Group in 1996. Our revenue has grown at a 12% compound annual growth rate over the last five years. SQM has 175 employees with approximately equal amounts of employees working in the Coeur d’ Alane, Idaho, and Vernon, British Columbia locations. SQM has developed (FCR) customer experience management software which has been in development for four years and has had an R&D budget that is 20% of the company’s revenue compared to a traditional professional services firm R&D budget of 6% of revenue. PRODUCTS Software – Our First Call Resolution software is specifically designed to measure and improve contact center customer experience, reduce operating costs, and deliver a great customer experience. Research – SQM offers benchmarking and tracking the voice of the customer and employee studies designed to improve FCR and provide great CX. Awarding - Our call center awards recognize top-performing call centers, leaders, supervisors, and agents for First Call Resolution, customer experience, and best practices since 2000.

Job description

SQM Group, a leader in customer and employee experience, is seeking Bilingual Telephone Interviewers in English and Spanish to gather feedback on customer satisfaction. Our mission is to help contact centers improve their customer and employee experience performance – one individual at a time. The ideal candidates for the Telephone Interviewer position will take pride in gathering professional customer experience feedback for Fortune 500 contact centers throughout North America. These positions are scheduled for Monday to Friday from 9:30 AM to 6:00 PM. Save money on gas by remotely working from your home in the state of Idaho. To work remotely, you must have a quiet and distraction-free working space with an internet connection speed of at least 50 Mbps down and 15 Mbps up.

The responsibilities of the interviewer are to conduct telephone interviews with customers of our clients. This is not a telemarketing job; there is no soliciting of customers. Interviewers must follow SQM standards and scripting while accurately documenting responses and demonstrating good judgment. The interviewer is at a desk for long periods of time. Due to standardization, the job can be repetitive but rewarding for the right candidate. This position is considered a less stressful or complex job than typical customer service positions.

Qualifications:

Computer knowledge and not intimidated by technology
Fluent in reading and writing in English and Spanish
Competent keyboarding skills (at least 40 WPM with high accuracy)
1 to 3 years of general working experience

Responsibilities:

Ability to follow SQM standards, scripts, and verbal instructions
Accurate documentation skills
Excellent listening and interpersonal skills
Clear and effective communication with a professional telephone manner
Demonstrate good judgment
Accept repetitiveness of job

We Offer:

Day shift, full-time schedule M-F from 9:30 AM to 6:00 PM Mountain
Work from home
Paid Time Off
Wages starting at $17.00 per hour with monthly performance bonuses of up to $350 available
We offer a comprehensive benefit package that includes Health, Dental and Vision Insurance; Company Provided Short- and Long-Term Disability and Life Insurance, and 401k

Only those selected for an interview will be contacted. Upon hiring, all employees are required to do background screening which will be organized by SQM.

We are an equal opportunity employer. It is our policy to provide equal employment opportunity to all persons, regardless of race, religion, color, sex, age, national origin, disability, genetic information or any factor that is a prohibited consideration under applicable law.

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