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Quality Assurance Specialist

GENERAL DESCRIPTION:

Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review.

 QUALITY ASSURANCE (QA) SPECIALIST TASK:

Supporting the sales floor
Help to develop agents performance (feedback, coaching)
Assist with QA forms, small projects requested from client and or management
Attend weekly client calibrations

 REQUIREMENTS:

Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)
Intermediate to advanced level of knowledge with Internet technology
Strong knowledge of customer care and sales techniques
Demonstrated ability to work well in a team environment
Must be able to reach performance goals daily and weekly

POSITION TYPE/EXPECTED HOURS OF WORK:

The employee must be available to work a minimum of 40 hours each week to maintain full-time status.  Also weekends and nights are required

 

 

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