Quality Assurance Specialist

This is a fully remote position, open to applicants in Utah.

📋 Description

• Conduct calibration calls with clients.

• Monitor and review agent calls to identify trends and insights for both agents and operations.

• Provide the QA Supervisor with updates regarding the quality assurance status of operations.

• Act as a Subject Matter Expert on contact center standard operating procedures.

• Serve as a point of contact for support staff concerning workflows and projects.

• Manage escalated customer or member calls from support staff.

• Maintain client logs.

• Organize training sessions for the Quality Assurance team.

• Ensure adherence to weekly QA feedback protocols.

• Address QA-related issues via tickets and/or emails promptly.

• Assist and monitor Rocket Chat and Skype during peak call volumes or as requested by CRMs and Contact Center Management.

• Provide support to ticket teams and staff as needed and serve as a backup during team members' absences.

• Cross-train in daily call center operations, tasks, and projects.

• Execute additional assigned responsibilities.

⛳️ Requirements

• Availability to work evenings and weekends (Friday, Saturday, and Sunday) without exception.

• Over 1 year of experience in a virtual contact center setting.

• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.

• Strong time management abilities.

• Excellent customer service skills.

🏝️ Benefits

• Remote Work – Eliminate commute time to the office.

• Equipment Provided: Laptop.

• Equipment Provided: Headset.

• Monthly Internet Stipend.

• Medical, Vision, and Dental Insurance.

• Flexible Spending Account / Health Savings Account.

• Personal Accident Insurance.

• 401(k)/Roth plan with matching contributions.

• Tiered Paid Time Off based on duration of employment.

• Discounts and Life Services available through Optum EAP.

• Team Environment – Opportunity to collaborate with a dedicated team committed to excellence.