Job description
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.
Responsibilities
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 analyst, 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
Excellent listening, analytical, and communication skills
Conducting engaging training sessions: Delivering classroom or virtual training sessions to individuals or groups of employees, covering topics relevant to their role in quality
Assist in call queue when business need requires
Perform other duties as assigned
Qualifications
Knowledge, Skills, and Abilities
Ability to effectively communicate, network and present information in group and individual settings
Self-motivator and self-starter, while also 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 face 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
Must be proficient in Microsoft Office and knowledgeable in Google Apps
Efficient typing skills (45 WPM) preferred Ability to be flexible in work schedule to meet business needs
Minimum Education and Experience
- Bachelor’s degree, training, and a strong customer service background preferred
- 3 years call center experience preferred
- Strong customer service background preferred
Physical Demands
- Work is typically performed in a remote office setting
Disclaimer: The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of required responsibilities, duties and skills. The order in which responsibilities, duties and skills are listed is not significant.
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