Quality Assurance Specialist

Job Description

Quality Assurance Specialist is responsible for assessing the quality of performance for our team members who interact with our existing and potential customers. The Quality Specialist will monitor customer interactions to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures.  In addition, recommending enhancements to training materials as needed to enhance the overall customers experience will result in effective performance.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

• Participates in design of call monitoring formats and quality standards.  

• Monitor and evaluate inbound / outbound calls, chats, and emailed Salesforce Cases for Compliance with company policies, procedures, and quality standards. 

• Uses Excel score cards for quality monitoring and tracking on a team and individual level. 

• Participates in customer and client listening within Verint to identify customer needs and expectations.  

• Provides actionable data to various internal support groups as needed.  

• Coordinates and facilitates call calibration sessions for call center staff and leaders 

• Provides scores and feedback to supervisors and managers.  

EDUCATION, EXPERIENCE AND QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Associates or bachelor's degree in business related field preferred, or equivalent experience 

• Excellent verbal, written and interpersonal communication skills 

• Outstanding customer service skills and dedication to providing exceptional customer care 

• Must be self-motivator and self-starter; Solid time management skills 

• Exceptional listening and analytical skills; Focus on quality and customer service 

• Must be able to effectively deal with people at all levels inside and outside of the Company 

• Ability to multitask and successfully operate in a fast paced, team environment 

• Must adapt well to change and successfully set and adjust priorities as needed 

• Good interpersonal skills with a focus on rapport-building, listening and questioning abilities 

• Must be proficient with Microsoft Office (Word, Excel; PowerPoint); Intermediate Excel a plus 

• Assist department as directed for quality of AR Clean-up projects involving offsets, write offs, refunds, etc.