Job description
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.
Job Requirements:
Perform assigned daily activities directed at monitoring, measuring, and evaluating frontline staff transactions; ensuring a random sampling methodology
Provide analysis of quality performance, as requested
Be a driver of the Make It Better Philosophy for our clients
Attend and participate in regularly scheduled and adhoc calibration meetings
Participate in the design and maintenance of comprehensive compliance plans that ensure adherence with performance measures, quality standards and audit requirements
Provide frontline staff with quality evaluation feedback and coaching, as requested
Perform ad hoc projects as requested by client
Perform other similar and related duties as required or as directed
Qualifications:
Highly self-motivated
An excellent verbal and written communicator
An independent self-starter
Fast learner
Detail oriented
Able to quickly adjust to policy/process changes
Support and customer experience focused
Ability to work through the gray
A problem solver
A skilled organizer and time manager
A team player
The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.
Job Requirements:
Perform assigned daily activities directed at monitoring, measuring, and evaluating frontline staff transactions; ensuring a random sampling methodology
Provide analysis of quality performance, as requested
Be a driver of the Make It Better Philosophy for our clients
Attend and participate in regularly scheduled and adhoc calibration meetings
Participate in the design and maintenance of comprehensive compliance plans that ensure adherence with performance measures, quality standards and audit requirements
Provide frontline staff with quality evaluation feedback and coaching, as requested
Perform ad hoc projects as requested by client
Perform other similar and related duties as required or as directed
Qualifications:
Highly self-motivated
An excellent verbal and written communicator
An independent self-starter
Fast learner
Detail oriented
Able to quickly adjust to policy/process changes
Support and customer experience focused
Ability to work through the gray
A problem solver
A skilled organizer and time manager
A team player
Top Competencies:
- Strong attention to detail
- Ability to focus for long periods of time
- Strong verbal and written communication skills
- Understanding of how to analyze data
- Time management / attendance
- Data driven
- Ability to see from multiple perspectives
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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