Job description

Applicants must reside in AZ, FL, NV or PA for this position.
The Quality Assurance (QA) Specialist reviews recorded agent interactions and completes assessments which are used to evaluate performance with the goal of ensuring all interactions adhere to the quality guidelines established for the evaluated agent's position/department. May review and evaluate agent interactions identified through post-call customer surveys or other similar means.
Key responsibilities of the position include, but are not limited to:

• Performs assigned agent assessments in accordance with established policy and procedures governing QA and handling of interaction recordings
• Reviews recorded interactions and completes QA assessments with strict adherence to established QA procedures and definitions
• Provides feedback on observed interactions to support the coaching process by agent's supervisor or for use by Training team
• In all activities within the role, operates with the mission of 'providing consistently positive experiences with every customer interaction'
• Attend and participate in regularly scheduled and ad hoc calibration meetings to ensure consistency of evaluations regardless which QA Specialist performs an assessment
• Completes assessments based on observed facts and writes comments/feedback using professional grammar
• Provides feedback to QA Supervisor suggesting methods to increase efficiencies and identify areas of opportunity to improve customer satisfaction
• May participate in the design and maintenance of compliance plans that ensure adherence with performance measures, quality standards and audit requirements
• Provides feedback to department supervisors and managers
• Maintains a comprehensive understanding of appropriate policies and procedures
• Assumes other projects and duties as assigned

• High school diploma, general education degree, or equivalent required
• 4-year BA/BS degree preferred
• 2+ years’ call center experience
• 1+ years’ experience in quality assurance, preferably in a call center
• Demonstrated ability to type approximately 30 wpm
• Demonstrated outstanding written and verbal communication skills, including being able to talk, listen, speak, and write clearly and professionally in English on a telephone or through electronic communications
• Sound business ethics, including the protection of proprietary and confidential information.
• Strong attention to detail
• Demonstrated excellent time management skills with ability to prioritize workload or seek assistance when necessary
• Demonstrated intermediate knowledge of computers, including common business software such as: MS Office Suite, email, spreadsheets, documents, PDFs, web browsers, etc. required

Job Type: Full-time

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