Quality Assurance Specialist
21 hours ago
Job Description
We are seeking a Quality Assurance Specialist to join our team. The ideal candidate will be responsible for monitoring, evaluating, and auditing a sampling of inbound and/or outbound calls and other contact methods including chat and email.
The successful candidate will report results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
In addition, the Quality Assurance Specialist will participate in calibration sessions and call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
The Quality Assurance Specialist will also participate in internal quality audits designed to improve overall contact quality and recommend changes.
Maintaining strong program knowledge base; basic understanding of client products, services and/or program strategies is required.
The Quality Assurance Specialist will contribute to maintaining forms and legends documents.
Supports management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
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