Contact Center Quality Assurance Specialist - Remote

Overview

The Contact Center Quality Assurance Specialist role monitors and evaluates call, email, and text interactions between representatives and customers, identifying areas of improvement and providing actionable feedback to various departments to enhance performance and maintain a high level of service standards, while also reporting on account documentation, adherence to company policies, and compliance.

In Short

• Monitor and evaluate customer interactions across various channels.
• Identify areas for improvement in service delivery.
• Provide actionable feedback to departments.
• Enhance performance and maintain service standards.
• Report on account documentation and compliance.
• Ensure adherence to company policies.
• Support continuous improvement initiatives.
• Collaborate with team members for quality enhancement.
• Utilize data to drive performance insights.
• Contribute to a high-quality customer service environment.

Requirements

• Experience in quality assurance or customer service roles.
• Strong analytical and feedback skills.
• Ability to work collaboratively in a team.
• Excellent communication skills.
• Detail-oriented with a focus on compliance.
• Proficient in using monitoring tools and software.
• Ability to handle multiple tasks effectively.
• Knowledge of customer service best practices.
• Strong problem-solving abilities.
• Commitment to continuous improvement.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development.
• Supportive work environment.
• Engagement in meaningful work.
• Flexible work arrangements.
• Health and wellness programs.
• Employee recognition initiatives.
• Access to company resources and tools.
• Collaborative team culture.
• Contribution to sustainable solutions.