Remote Quality Assurance Specialist

Summary

Join our team at Kafene, a leading point-of-sale financing partner dedicated to empowering flexible ownership solutions for underserved customers nationwide. We are seeking a Quality Assurance Specialist to monitor and evaluate the performance of contact center agents, ensuring high levels of customer service and compliance with company policies.

Requirements

• Education: High school diploma required
• Experience: 2+ years of experience in a quality assurance role, ideally within a call/contact center environment
• Technical Skills: Proficiency with QA software and tools (e.g., NICE, Verint, Calabrio)
• Communication: Excellent verbal and written communication skills
• Analytical Skills: Ability to analyze data, identify trends, and derive actionable insights
• Attention to Detail: Strong attention to detail to identify areas needing improvement and ensure consistent quality
• Problem-Solving: Proactive approach in addressing issues and recommending improvements
• Time Management: Ability to handle multiple evaluations and coaching sessions while meeting deadlines

Responsibilities

• Monitoring and Evaluation: Regularly review and evaluate recorded or live customer interactions (phone calls, emails, chats). Assess the accuracy, compliance, and quality of information provided by contact center agents
• Reporting and Analysis: Analyze trends in contact center performance data and prepare detailed reports. Present findings to supervisors and management, recommending actionable improvements
• Feedback and Coaching: Provide structured, constructive feedback to CSRs based on evaluations. Collaborate with team leaders to develop training programs aimed at improving agent performance
• Compliance and Policy Adherence: Ensure that all interactions comply with company policies, legal regulations, and quality standards
• Process Improvement: Continuously look for ways to enhance the quality monitoring process and service levels. Suggest improvements to call scripts, escalation processes, and customer interaction procedures
• Documentation and Calibration: Maintain thorough documentation of QA results, coaching sessions, and agent progress. Participate in calibration sessions to ensure consistency in evaluating agent performance across the QA team

Preferred Qualifications

• Knowledge of industry regulations and best practices (e.g., PCI, GDPR, etc.)
• Experience with customer service or customer support processes

Benefits

• Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs
• Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment