Quality Assurance Specialist

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

📋 Description

• Generate, update, and distribute reports as needed, ensuring accuracy, timeliness, and relevance for team and management review.

• Conduct call monitoring to evaluate agent performance, identify significant trends, and provide actionable insights to the management team for enhancing performance.

• Analyze data from the quality management system to assess both team and individual performance, delivering constructive feedback to foster continuous improvement.

• Utilize customer service expertise to evaluate existing practices, proactively identifying areas for enhancement and suggesting process improvements.

• Facilitate weekly QA training sessions for agents, concentrating on improving call quality and aligning with performance standards.

• Collaborate with leadership to mentor agents and assist them in boosting call quality scores, offering support and development opportunities.

• Organize and lead call calibration sessions with management, selecting calls for review, documenting key insights, and encouraging collaborative discussions to ensure alignment on quality expectations.

• Aid other departments in locating missing calls from Five9, ensuring smooth issue resolution and maintaining continuous workflow.

• Execute other related tasks as assigned, contributing to the overall success and effectiveness of the team and department.

⛳️ Requirements

• High School Diploma or GED is required.

• Proven experience in analyzing, interpreting, and summarizing complex data related to contact center technologies is essential.

• 1-2 years of experience with contact center Quality Assurance systems and processes is preferred.

• Alternatively, 3+ years of experience as a call center agent may be accepted in lieu of Quality Assurance experience.

• Familiarity with basic call center workflows and processes is required.

• Experience with VoizTrails or similar evaluation software is preferred.

• Knowledge of QA processes and practices is necessary.

• A strong focus on quality and customer service is essential.

• A comprehensive understanding of quality assurance metrics is required.

• Proficient knowledge of Windows-based systems and Microsoft Office products is necessary.

• Understanding of legal rules and regulations regarding HIPAA is required.

🏝️ Benefits

• 100% Remote