Quality Assurance Reviewer (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound, outbound call ,and all communication with customers to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
Performs call monitoring and provides trend data to site management team
Uses quality monitoring data management system to compile and track performance at team and individual level
Performs monitors of customer care communications
Participates in customer and client listening programs to identify customer needs and expectations
Provides actionable data to various internal support groups as needed
Coordinates and facilitates call calibration sessions for call center staff
Provides feedback to call center team leaders and managers
Prepares and analyzes internal and external quality reports for management staff review
Perform other duties as assigned.
Requirements
2-3 years Call Center Experience
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Bi-lingual a plus
Bachelor Degree a plus
Benefits
Health Care Plan (Medical, Dental & Vision)
401K option
Paid Training & Development
A positive upbeat work environment
Opportunity for professional and personal growth
Diverse, welcoming culture with Employee Resource Groups
Seniority level
Associate
Employment type
Full-time
Job function
Administrative
Industries
Primary and Secondary Education and Non-profit Organizations
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