Quality Assurance Specialist
1 day ago
Job Title:
Quality Assurance Specialist
Job Description
The Quality Assurance Specialist role is responsible for monitoring and evaluating the quality of customer interactions, including calls and other contact methods. This involves assessing accuracy and adherence to established quality standards. The specialist will provide insights to customers to contribute to program performance improvements.
Key Responsibilities- Monitor a sampling of customer interactions, including calls, chats, and emails, to assess quality.
- Report results of evaluations to stakeholders, including leadership and clients.
- Participate in calibration sessions and call listening sessions to ensure scoring consistency and best practices.
- Conduct internal quality audits to identify areas for improvement and recommend changes.
- Maintain knowledge of customer products, services, and program strategies.
- Collaborate with stakeholders to implement quality improvements.
- Bachelor's degree in a related field or equivalent experience.
- Effective communication and analytical skills.
- Proficiency in Microsoft Office and ability to multitask.
- Detail-oriented and able to work independently.
This role offers opportunities for growth and development, as well as a collaborative work environment.
Career DevelopmentThe Quality Assurance Specialist role is an entry-level position that provides basic skills training and autonomy. With experience, you can progress to more senior roles and develop your expertise.
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