Quality Assurance Specialist
6 days ago
We are seeking a highly skilled Quality Assurance Specialist to join our team at Probe CX.
The primary responsibility of this role is to ensure the accuracy and quality of work performed by our contact centre agents.
This involves reviewing customer contacts, data, and processes to guarantee that all correct procedures are adhered to at all times and that all team members are within compliance, regulatory, and QA guidelines as per project requirements.
Main Activities and Responsibilities:
- Review and assess customer contacts on a daily basis, providing prompt feedback to team members and the management team to meet SLAs.
- Listen to and/or review and score calls/interactions/transactions according to the Quality Framework.
- Administration; reporting of team quality results and provide regular feedback to the management team and client.
- Prepare and facilitate calibration sessions both internally and with our client.
- Closely adhere to and ensure the team adheres to regulatory and compliance policy and procedure and to any additional procedures as specified.
- Collaborate with Clients specific to North America Region Safety, Government Mandate/Inspection Compliance Requirement.
- Proactively provide insights and recommendations to review, adjust company's quality standards as needed based on Trended and Correlated Quality.
- Liaise closely and promptly with the Management in relation to assessment results and feedback.
- Ensure Business Management System and Security policies and procedures are adhered to.
- Ensure no compliance breaches and identify any risk or possible risk in relation to assessments made.
- Keep up to date with all learning modules and changes to process.
- Other tasks as requested by management.
- Ensure a safe, healthy, and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
- Complete all necessary training requirements and professional development opportunities.
We are looking for an individual who possesses excellent verbal, written, and communication skills.
A strong ability to identify areas for improvement and maintain consistent understanding of QA guidelines is essential.
The ideal candidate will have a sound knowledge of compliance policy and guidelines, relevant laws, and be able to absorb and maintain policy and process knowledge for the campaign and specialist knowledge of products required to meet all relevant requirements.
Able to meet deadlines/KPIs, we also require the successful candidate to possess sound knowledge of complaints process.
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