QA Specialist

Quality Assurance Specialist

Purpose

This position supports the call center operation by ensuring customer satisfaction through the monitoring and evaluation of customer contacts handled by the customer service group. This position measures performance in handling customer contacts by measuring both quality and accuracy of information provided, adherence to outlined procedures & policies and customer service techniques. Along with measuring performance, this position also provides feedback and coaching to associates for performance improvement, identifies individual training needs, trends quality information and group training requirements and measures customer service and satisfaction levels.

Summary of Responsibilities:

• Monitors performance of CSAs. Selects calls for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels. Calls Selected for evaluation may be remotely monitored or offer side-by-side coaching and evaluation.
• Provides performance related feedback and coaching to assigned group of associates. Identifies developmental opportunities and coaches to enhance expertise and abilities. Conducts group monitoring & calibration sessions involving both management, associates and peers in the process.
• Trends QA information to management, training and internal partners.
• Shares best practice quality and process related information with work groups.
• Conducts random customer service surveys on a monthly basis.
• Participates in client monitoring and calibration sessions.
• Conducts new hire quality assurance training. Demonstrate the QA process, review performance related variables, evaluation criterion and process.
• Assists in new hire or recurrent training delivery as required
• Assists in the Team Leader role as required by providing support and coaching to associates, handling escalated issues, monitoring attendance and adherence and other duties as assigned.
• Supports other call center departments as required (i.e.: Code Red)
• Performs special projects and other duties as assigned by management as required.

Education/Qualifications:

• Minimum one (1) year experience in a high volume customer service environment
• Excellent oral and written communications inclusive of negotiation skills
• Strong interpersonal skills including the ability to provide constructive feedback & coaching in a manner that results in improved performance
• Attention to detail and accuracy in work flow
• Strong customer service, organizational & analytical skills
• Ability to manage time effectively and meet deadlines and requirements accordingly
• Demonstrated objectivity, professionalism, flexibility & maturity
• Ability to perform in a fast paced environment with minimal direct supervision
• High school diploma or equivalent
• PC and software skills-functional knowledge of excel, access and word required