Ensures the accuracy of information and quality delivery through monitoring phones calls, coaching and training sessions. The QAS will provide quality details and metrics to supported business units, making
recommendations for service and quality improvements.
DUTIES & RESPONSIBILITIES:
Establishes call center quality standards and criteria for quality scoring.
Audits inbound and outbound calls and customer service presentations for quality of service scoring including skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Participates in new hire training.
Conducting test calls to Contact Center service representatives on new products.
Provides feedback to call center representatives based on call monitoring outcomes.
Conducts monthly coaching sessions with call center representatives.
Evaluates customer service representative approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art
practices; participating in professional societies.
Contributes to team effort by accomplishing related results as needed.
High school diploma required.
Degree or certificate in quality assurance is a plus!
One to three years’ related experience or equivalent.
Solid knowledge of relevant quality standards.
Excellent customer service skills.
Excellent verbal and written communication skills.
Proficient on Microsoft Office.
Ability to understand and follow written and verbal instructions.
Professional appearance and demeanor.
Ability to effectively communicate with people at all levels and from various backgrounds.
Versatility, flexibility, and a willingness to work enthusiastically within a constantly changing environment.
Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Strategic Thinking – Develops strategies to achieve organizational goals; Understands organizations strengths and weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness.
Position: Call Center Quality Assurance Specialist
Location: REMOTE, Coral Gables, Fl
Pay: $17-$18/hr (Depending on experience)
-Call center, Healthcare QA experience or related experience.
At iDEAL PERSONNEL, our goal is to connect businesses with high performing employees.
We provide you access to our unique network of highly qualified candidates to find the iDEAL match for your business’ staffing goals.