Quality Assurance Specialist
22 hours ago
We are seeking a Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for evaluating the quality of customer interactions, documenting and reporting results, and providing feedback to management staff.
Key Responsibilities:- Evaluate customer interactions through standardized call and transaction monitoring.
- Document and report results, highlighting areas of opportunity for improvement.
- Provide specific feedback to management staff regarding agent performance.
- Participate in internal and external calibrations to ensure thorough understanding of client requirements.
- Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards.
- Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
Required Skills and Qualifications:
- Excellent communication and interpersonal skills.
- Able to work independently with minimal supervision.
- Strong analytical and problem-solving skills.
- Ability to maintain confidentiality and handle sensitive information.
Benefits:
- Ongoing training and development opportunities.
- A supportive and dynamic work environment.
- A competitive salary and benefits package.
Other Information:
- May require occasional overtime or flexible scheduling.
- Must be able to adapt to changing priorities and deadlines.
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