Quality Assurance Team Support Specialist

Summary 

The Quality Assurance Team Support Specialist evaluates call recordings in support of client expectations and departmental goals on the care line of business. The Specialist will document the call results and provide feedback along with trend analysis. The Specialist will fairly and consistently review the calls to ensure that customer service is delivered at its highest level at all times. The Specialist is also responsible for attending client calibrations to gather information relevant to their job function and actively participate during calibration sessions. Additionally, focus will be placed on developing Agent skill sets by providing one-on-one coaching. To ensure a full understanding of client specifics and expectations, the Quality Assurance Team Support Specialist will take live calls throughout each month. 

Essential Functions 

• Evaluate recordings for quality purposes and ensure that client expectations are always followed.
• Meet Key Performance Indicators, including quality monitor tracking, according to company and client requirements. 
• Verify through call evaluation that accurate information and solutions are always provided to customers. Ensure that the highest level of customer service is always provided. 
• Attend and participate in both internal and client calibrations.  
• Score calls using client scoring methodology. 
• Take approximately eight (8) hours of live calls distributed throughout each month in accordance with collection policies and procedures (subject to increase/decrease per management based on business needs).
• Work cohesively with team members in ensuring that work is completed as assigned. 
• Demonstrate the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced. 
• Initiate change and adapt to necessary changes from old methods when they are no longer practical. 
• Identify new methods and generate improvement in overall client performance. 
• Improve Agent performance using Quality reporting analysis and developing coaching strategies. 
• Create and publish weekly schedules defining coaching sessions for Operations. 
• Develop Agent skill sets by providing one-on-one guidance using coaching techniques. 
• Advise management of feedback, trends and training opportunities.
• Stay abreast of daily and weekly Operations news and information; acknowledge receipt and understanding of policy and procedure updates
• Complete all assignments as required or requested by Operations management
• Adhere to the practices outlined in the Information Security Management System 
• Communicate professionally and appropriately with clients, consumers, co-workers, and management  
• Keep up-to-date knowledge, understanding, and compliance with governmental laws and regulations, with functional area, and with Company policies and procedures
• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures 

Supervisory Responsibilities/Accountabilities 

• This position does not have Supervisory Responsibilities/Accountabilities. 

Minimum Qualifications 

• High School Diploma or General Educational Development (GED) certificate 
• Minimum, of 1 year of call center experience; preferably working on the program seeking the position. 
• Prior coaching, QA, or supervisory experience preferable
• Must be able to actively listen to calls for long periods of time and effectively communicate and disseminate feedback to immediate superiors 
• Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced. 
• Exceptional communications skills required; Ability to coach and provide effective feedback
• Ability to work with Microsoft Office Programs  
• Professional demeanor, dependable, and able to maintain confidential information. 
• Exceptional attendance record 

Working Conditions

Work is generally performed within an indoor office environment utilizing standard office equipment

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel; and reach wi