Quality Assurance Specialist
1 month ago
- Verify that agents are providing accurate solutions to customers
- Record evaluations utilizing departmental quality monitoring forms
- Deliver coaching feedback to supervisors and/or agents on call and email performance
- Provide Supervisors and Managers with regular performance feedback on the agents
- Prepares and analyzes quality reports for Management review
- Perform root cause analysis and report to management
- Participate in development of reference documents to drive quality improvement
- Participates in the design of quality monitoring forms and quality standards
- Conducting Calibration sessions with supervisors and management
- Conducting counter audits to ensure Sage is calibrated
- Transcribing calls for management and/or legal
- Perform any other duties as assigned
Key Requirements:
- Exceptional listening and analytical skills
- Detail oriented
- Flexible
- Attention to details
- Teamwork
- Work effectively with minimal supervision.
- English language Fluency is a must.
- Minimum 1 year of experience in QA, especially in call center.
- Experience developing and implementing QA programs is highly preferred
- Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
- Exceptional listening and analytical skills
- Proficient in Word, Excel, and PowerPoint for presentations and reports required
- Salesforce experience preferred
- Able to sit or stand for frequent periods in the same location with some opportunity to
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