JOB SUMMARY: The Quality Assurance Specialist is responsible for implementing processes and systems to ensure customer service responses are accurate and responded to in a timely manner. This QA Specialist will focus on documenting a set of guidelines that are necessary to assure inbound customer service issues are resolved efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES MAY INCLUDE BUT ARE NOT LIMITED TO:

• Analyzes and evaluates calls, chats and emails and provides trend data.

• Generates internal and external quality reports for management staff review.

• Works with Trainers to ensure new Agents receive CS quality training.

• Liaising with Supervisors to identify and assess training and development needs.

• Conducts performance evaluations using a predetermined set of metrics on a weekly basis.

• Participates in team meetings, taking a proactive role in communicating with other team members to encourage process and training improvement.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strategic thinking-analytical skills.

• Problem solving/analysis.

• Extremely thorough and detail-oriented.

• Superior time and organizational skills.

• Advanced computer skills, particularly with the Microsoft Office suite of applications.

• Ability to foster a collaborative, customer-oriented working environment.

• Excellent communication (both verbal and written) skills.

• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities.
• Willing to work on EST time zone.

EDUCATION AND EXPERIENCE:

• 4+ years Call Center Quality Assurance experience.

• Bachelor’s degree in business, communications, or a related field from an accredited college/university.