Contact Quality Assurance Specialist

Gryphon Place • Kalamazoo, MI

13d

About The Position

The Quality Assurance (QA) Specialist provides support to the Director of Data, Reporting, and Quality Assurance. Utilizing contact monitoring and evaluation tools, the Quality Assurance Specialist will listen to and score calls, suggest changes to enhance the QA process and provide overall support to ensure that contact center quality standards are met. The goal is to foster a QA environment where Contact Center Specialists feel well-supported and can excel in the delivery of services.

Requirements

• Quality assurance background in human services or database information systems
• In-depth knowledge of service delivery systems, government agency and non-profit organizational structures
• Excellent oral and written communication skills
• Exceptional listening skills
• Inform USA certification within 12 months of hire
• Crisis certification within 12 months of hire
• Adaptability/Flexibility
• Procedural Awareness
• Continuous Learning
• Commitment to Quality
• Analytical Skills
• Computer Efficient

Responsibilities

• Monitors recorded contacts. Rates calls, text, chat, etc. using a scoring and evaluation form, and measures performance at the team and individual level
• Develops knowledge of Inform USA standards, and recommends changes to quality assurance processes and standards
• Develops knowledge of American Association of Suicidology (AAS) Standards and recommends changes to quality assurance processes and standards
• Works with Contact Center Manager to provide both qualitative (e.g., examples from call recordings, customer feedback, etc.) and quantitative (e.g., scores from evaluation forms) feedback on the Specialist’s performance
• Reviews negative feedback surveys and provides appropriate coaching opportunities to managers.
• Works with Management to create and development plans (e.g. shadow a more experienced Specialist, engage in additional training) for Specialists who need to make improvements in quality or customer satisfaction
• Review documentation of Crisis and 2-1-1 to ensure quality and accurate documentation.
• Frequent interaction with Management

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed