Quality Assurance Specialist

Summary

Join our team as a Quality Assurance Specialist and assess the performance of Call Center Technicians who provide customer service. Monitor calls to evaluate behaviors, technical skills, and compliance. Provide feedback and coaching to improve customer experience. Develop and update quality assurance policies and procedures. Identify areas for improvement and provide data to support groups. Participate in calibration sessions to ensure consistent evaluations. Generate reports on quality metrics and agent performance. Recommend process improvements to enhance customer service. Conduct engaging training sessions for employees.

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

Benefits

Work is typically performed in a remote office setting