Quality Assurance Specialist I

WSP is currently initiating a search for Quality Assurance Specialist I position to sit out of our Costa Mesa, CA office.

JOB SUMMARY 

This position will help preserve service excellence through monitoring, and assessing customer interactions of Contact Center Associates; documenting agent performance strengths, weaknesses,  opportunities, and threats; to use a Quality Management System (Calabrio); highlighting immediate  compliance issues; assisting in generating standard process measurement reporting; to monitor and track performance measures for the operations; and developing and updating quality guidelines and procedural manuals. 

DUTIES AND RESPONSIBILITIES 

• Performs call, email, chat, and text monitoring and assessment of Customer Service 
• Representatives (CSRs) for both inbound and outbound calls 
• Image review quality assurance 
• Participates in calibration exercises 
• Participates in internal listening and viewing sessions 
• Assists Quality Assurance Manager in providing standard weekly and monthly reporting within predetermined reporting parameters 
• Provides regular feedback to quality leadership regarding call trends or compliance issues that may arise 
• Works with quality leadership to continually define quality assurance guidelines 
• Responsible for ensuring internal and external customer interactions are handled in compliance 
• with established procedures and standards 
• Become a subject matter expert in all business segments 
• Offers suggestions for process improvement to foster exceptional customer experience 
• Assists with the creation and updating of procedure/training manuals 
• Maintains overall objectivity in supporting consistent and superior customer service 
• Other duties as assigned 

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.    
• Excellent verbal and written communication skills 
• Excellent attendance and punctuality 
• Possess strong interpersonal skills and have compassion and empathy for customer situations 
• Be energetic, self-motivated, and quick-thinking 
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment 
• Ability to read and comprehend normal instructions, correspondence, and memos 
• Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization 
• Ability to apply common sense understanding to carry out detailed written or oral instructions 
• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday 
• Must be able to pass background and drug screenings 
• Ability to achieve and maintain departmental performance standards 

PHYSICAL DEMANDS 

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. 
• Ability to adhere to attendance requirements 
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds 
• Must be able to lift, carry, walk and stand 
• Vision for reading, recording and interpreting information 
• Frequent speech communication, hearing and listening to maintain communication 
• Daily use of computer and keyboard, standard office equipment and telephone 
• Ability to access, input, and retrieve information from the computer 
• Frequent hand/eye coordination to operate computer keyboard and office equipment 
• Noise level in the work environment is quiet to moderate 

SUPERVISORY RESPONSIBILITIES 

• This position has no supervisory responsibility.

EDUCATION AND/OR EXPERIENCE 

• High school diploma or general education degree (GED) 
• Six (6) months quality assurance service experience required 
• Bilingual Spanish is a plus 
• Bilingual Vietnamese is a plus 

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of be