QUALITY ASSURANCE SPECIALIST

 

***Eligibility requirements for Internal associates: 6 months’ time in position, meeting all performance metrics and in good standing***

POSITION PURPOSE - The Quality Assurance Associate monitors a sampling of inbound and outbound customer interactions in order to ensure exceptional customer service for an assigned area within a contact center environment. This position also inspects and measures for process adherence metrics and accuracy in order to eliminate errors and assure consistency in customer service operational processes.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 60% Monitors and compares samplings of inbound & outbound customer interactions to defined standards for accuracy, adherence and customer service. 20% Provides constructive written and verbal feedback to customer service agents on required performance improvements. 10% Routinely conducts and participates in calibration sessions with three distinct audiences in order to ensure that service levels and operational processes are consistent across the total business. 10% Partners with the training department to support the creation and delivery of Q/A specific training content and initiatives.

NATURE AND SCOPE - Position reports to the QA Manager Responsible for helping others and providing on-the-job training or guidance.

MINIMUM QUALIFICATIONS - EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.

PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

PREFERRED QUALIFICATIONS - Bachelors Degree 3 - 5 yrs call monitoring experience, preferably in a quality assurance and customer service environment Experience using quality monitoring applications (e.g. NICE, Witness) Experience identifying and providing subsequent solution to process, systems and/or service issues.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Exceptional presentation, organizational, analytical and interpersonal skills. Ability to assess individual and team developmental needs along with demonstrated success in developing and managing people and processes in Customer Service Organization. Proven ability to lead effective and productive teams. Strong PC Skills (Word, Excel, PowerPoint). Excellent verbal, written and aural communication skills.