Quality Assurance Specialist - Call Center

Summary of Position

The Quality Assurance (QA) Specialist assists in implementing the call center quality assurance plans.  This position performs QA reviews of completed work, identifies performance deficiencies, and assists in developing ongoing refresher training for individuals or the entire operational staff.  This position requires excellent interpersonal, organizational, written, and spoken communication skills.  The QA Specialist provides mentoring to new employees or those having difficulty meeting quality requirements.

Essential Job Requirements

• Assists in developing and implementing QA and training programs
• Conducts QA reviews
• Assists in report preparation
• Conducts training sessions, either individually or in group settings
• Provides one-on-one mentoring to new employees or those having difficulty meeting quality requirements
• Regular and timely attendance
• Answer calls in queue as needed
• Other duties as assigned

Required Education

Associate Degree or equivalent years of call center experience

Required Experience

• Experience developing and monitoring QA programs is preferred
• Professional experience with the Microsoft Office Suite and other relevant programs
• Experience providing training one-on-one and in group settings

Work Arrangement

This is an on-site only position.

#LI-Onsite