QA Coordinator

MarketSource inc•Alpharetta, GA

1d•Onsite

About The Position

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments. Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Requirements

High school diploma or GED required.
2+ years of experience in call center quality assurance.
Experience in a BPO/outsourcing environment or high-volume contact center is highly valued.
Proficiency with call recording and quality management systems for evaluating interactions and tracking QA data. Experience leveraging these tools to create scorecards, record evaluations, and generate QA reports.
Working knowledge of call center telephony systems, CRM software, and workforce management tools. Ability to navigate systems commonly used in BPO operations to verify information during QA reviews.
Strong analytical abilities with experience in data analysis and QA metrics interpretation.
Proficiency in creating and sharing quality reports, presentations, and dashboards for stakeholders.
Able to identify trends and root causes from data and drive actionable insights for process improvements.
Excellent verbal and written communication skills.
Ability to deliver clear, constructive feedback and training to frontline employees to improve performance.
Strong interpersonal skills with a collaborative approach to work effectively with agents, trainers, managers, and clients.
Demonstrated commitment to maintaining confidentiality and data security in handling confidential information.
Detail-oriented and highly organized, with the ability to manage QA review schedules, multitask across different client programs, and meet strict deadlines for reports and audits.
Capable of maintaining documentation and records with a strong attention to detail for auditing purposes.
A proactive mindset focused on continuous improvement and innovation in quality processes.
Ability to troubleshoot quality issues, facilitate root cause analysis, and implement process or policy enhancements that improve service outcomes.
Adaptable to change and able to update QA criteria as business needs and industry standards evolve.
Proficient with standard office software (e.g. MS Excel, Word, PowerPoint) and experienced in using call center QA monitoring tools.
Comfortable working with Customer Relationship Management (CRM) systems and contact center telephony platforms; able to quickly learn new software and analytics tools related to quality monitoring.

Nice To Haves

Certifications in call center quality or customer service (for example, COPC or other contact center excellence certifications) are an advantage, as they demonstrate knowledge of industry best practices in quality assurance and customer experience.
Experience with e-learning platforms or Learning Management Systems (LMS) is a plus, to coordinate agent training and track the effectiveness of coaching interventions related to quality improvement.

Responsibilities

Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies. Use standard scorecards to rate communication skills, compliance, and resolution effectiveness for each interaction.
Conduct regular QA audits of customer service interactions, documents, and processes to ensure adherence to various regulations and client requirements.
Identify constructive feedback and coaching opportunities for call center agents focused on improving customer service skills and compliance. Partner with relevant internal stakeholders to develop refresher training or new learning modules for recurring issues.
Analyze QA data and metrics (quality scores, error trends, customer feedback) to identify trends, root causes, and areas for improvement. Prepare and present detailed quality reports for Supervisors, highlighting performance against KPIs and recommending actions. Ensure all reporting is timely, accurate, and aligned with client SLAs.
Champion a customer-centric approach in quality programs, ensuring that QA standards align with exceptional customer service and positive member experiences. Promote a culture of continuous improvement and innovation, introducing initiatives (e.g. process automation, updated QA scorecards, new monitoring techniques) that elevate quality and efficiency.
Maintain QA schedules (e.g. call sampling rates) and partner with applicable stakeholders to ensure quality targets are met or exceeded.
Stay up-to-date on all relevant health insurance industry regulations and client compliance standards. Ensure quality processes and agent evaluations incorporate checks for regulatory requirements (e.g. proper call disclosures, data privacy and security protocols, documentation accuracy). Conduct focused compliance monitoring and support any external audits or quality assessments by providing necessary documentation and reports.