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Quality Assurance Specialist - Hybrid

Date:  Jun 16, 2022

Conway, AR, US, 72034-9501

Req ID:  10719


Job Description

Job Description
The Quality Assurance Specialist will monitor inbound service calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

Essential Job Functions
•    Participates in customer and client listening programs to identify customer needs and expectations.
•    Monitor the effectiveness and quality of incoming calls.
•    Determine weaknesses in performance and establish solutions to improve.
•    Ensure compliance with company's quality systems.
•    Identify process improvement opportunities and coaching to agents.
•    Generate and maintain feedback and coaching documentation. Provides feedback to call center team leaders and managers.
•    Offer daily feedback via verbal & written communication.
•    Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.
•    Ability to work and complete projects without supervision, self-motivated.
•    Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Basic Qualifications
•    2 years of call center customer care experience, preferably in a technical environment. 
•    Strong attention to detail, exceptional listening and analytical skills.
•    Ability to utilize various call monitoring systems. 
•    Excellent communication skills both written and verbal required.
•    Excellent organizational skills and ability to handle multiple tasks under deadlines. 
•    Strong knowledge of customer care processes and techniques. 
•    Demonstrated ability to work well in a team environment. 

Other Qualifications
•    Good communication skills to interact with team members, customers, and support personnel.
•    Good analytical and problem-solving skills.
•    Good interpersonal, leadership and presentation skills for interacting with team members.
•    Good human relations skills to select, develop, and mentor employees.
•    Good personal computer and business solutions software skills.
•    Ability to handle multiple tasks simultaneously and switch between tasks quickly.
•    Ability to independently generate presentations regarding quality assurance group activities and status, and present them to senior management, customers and development staff.
•    Ability to work independently and as part of a team.
•    Good organization and time management skills.

Work Environment


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