Quality Assurance Specialist - Remote

Overview

A Quality Assurance Specialist is responsible for assessing the caliber of performance for all Call Center Technicians that provide customer service to our Members. The QA Specialist will monitor contacts to assess behaviors, technical ability, and compliance standards as assigned. QA Specialists will make recommendations for enhancing the customer experience through coaching, feedback, training, and networking.

In Short

• Monitor, evaluate, and provide feedback to supervisors and agents for quality, accuracy, and adherence to NRTC standards.
• Use quality monitoring data system to track performance and reporting.
• Assist in the development and updating of quality assurance policies and procedures.
• Identify trends, gaps, and opportunities for improvement and provide information/data to internal support groups.
• Participate in calibration sessions to ensure consistent evaluation standards, root cause analysis, and process improvement.
• Provide reports on quality metrics, including agent performance scores and customer satisfaction indicators.
• Recommend and help implement process improvements to optimize customer experience.
• Conduct engaging training sessions for quality-related topics.
• Assist in call queue when business need requires.
• Perform other duties as assigned.

Requirements

• Ability to effectively communicate, network and present information in group and individual settings.
• Self-motivator and self-starter, inspiring others to excellence and promoting a wow culture.
• Optimal listening and analytical skills.
• Strong time management and organizational skills.
• Ability to multitask in a fast-paced and ever-changing environment.
• Advanced customer relations skills.
• Model optimal performance for others.
• Successfully set and adjust priorities when applicable.
• Focus on excellent quality and customer service.
• Proficient in Microsoft Office and knowledgeable in Google Apps.

Benefits

• Flexible work schedule to meet business needs.
• Opportunity for professional development and training.
• Supportive team environment.
• Engagement in process improvement initiatives.