Quality Assurance Specialist Lead - Remote

Overview

The Quality Assurance Specialist Lead is responsible for assisting with the day-to-day operations of quality reporting, quality coaching and quality oversight. The Quality Assurance Specialist Lead will assist the Quality Manager with daily operations including assistance to quality coordinators, call center trainers, call center associates, client calibrations and new hire nesting.

In Short

• Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals;
• Motivate and inspire the team to exceed goals;
• Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback;
• Identify opportunities for development and continuous improvement;
• Provide assistance with call scripter tool;
• Provide feedback to the training team regarding any trends noted that would warrant further trainings;
• Assist with client calibration call retrieval, review and analysis;
• Assist with complaint call retrieval and review;
• Remain calibrated with Quality Manager when conducting quality audits;
• Actively participate in team meetings and call calibrations as well as provide quality coaching as needed;

Requirements

• Minimum of 5 years customer service experience preferred;
• Previous experience in call quality auditing and coaching strongly preferred;
• Advanced knowledge of Microsoft Office applications including Excel and Outlook;
• Exceptional problem solving, analytical, interpersonal and communication skills to resolve issues within Operations;
• Professionally skilled in verbal and written communication;
• Meticulous organization skills, with the ability to multi-task;
• Ability to make sound decisions in a timely and independent manner.

Benefits

• Competitive Salary and Benefits Package;
• Performance-based incentives;
• Supportive work environment;
• Opportunities for professional growth;
• Diversity, equity, and inclusion initiatives;
• Equal opportunity workplace;
• Drug-free work environment;