Quality Assurance Specialist

Summary

Join our team as a Quality Assurance Specialist and play a vital role in ensuring the highest caliber of performance for our Call Center Technicians. You will monitor calls, assess agent behaviors and technical skills, and ensure compliance with standards. Your contributions will directly impact the customer experience through coaching, feedback, training, and process improvement initiatives. You will also develop and update quality assurance policies and procedures, identify areas for improvement, and provide data-driven insights to internal support groups. The role involves conducting training sessions, creating reports on quality metrics, and assisting in the call queue as needed. This position requires strong communication, analytical, and time management skills.

Requirements

• Ability to effectively communicate, network and present information in group and individual settings
• Self-motivator and self-starter, while also inspiring others to excellence and promoting a wow culture
• Optimal listening and analytical skills
• Strong time management and organizational skills
• Ability to multitask in a face paced and ever changing environment
• Advanced customer relations skills
• Model optimal performance for others
• Successfully set and adjust priorities when applicable
• Focus on excellent quality and customer service
• Must be proficient in Microsoft Office and knowledgeable in Google Apps

Responsibilities

• Monitor, evaluate, and Provide feedback to supervisors and agents for quality, accuracy, and adherence to NRTC standards
• Use quality monitoring data system to track performance and reporting
• Assist in the development and updating of quality assurance policies and procedures
• Identify trends, gaps, and opportunities for improvement and provide information/data to internal support groups
• Participate in calibration sessions to ensure consistent evaluation standards root cause analyst, and process improvement
• Provide reports on quality metrics, including agent performance scores and customer satisfaction indicators
• Recommend and help implement process improvements to optimize customer experience
• Conducting engaging training sessions: Delivering classroom or virtual training sessions to individuals or groups of employees, covering topics relevant to their role in quality
• Assist in call queue when business need requires
• Perform other duties as assigned

Preferred Qualifications

• Bachelor's degree, training, and a strong customer service background preferred
• 3 years call center experience preferred
• Strong customer service background preferred
• Efficient typing skills (45 WPM) preferred
• Ability to be flexible in work schedule to meet business needs