Quality Assurance Auditor (Temporary)

Perdue, Brandon, Fielder, Collins and Mott L.L.P.•Houston, TX

2d•Onsite

About The Position

A Quality Assurance Auditor will monitor, rate and coach agents call handling performance to ensure the highest level of quality and expectations are achieved. Perform as subject matter expert on omnichannel communication solutions. Monitors and measures the quality of inbound and outbound calls for compliance. Assist in the preparation of client performance tracking reports. Report daily, weekly, and monthly quality score results to management. Provide detailed feedback and performance related recommendations necessary to ensure quality performance. Participate in scheduled internal sessions with leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved. Work in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meets performance expectations. Participate in review meetings including the development information on quality performance. Contribute call feedback, scorecards, and recorded calls to ensure program compliance. Advise leadership of equipment and/or software that impedes the delivery of exemplary service or impacts service level agreement requirements. Facilitate coaching sessions with agents on call performance. Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.

Requirements

2-3 years of experience in call quality assurance monitoring and coaching experience required.
High School Diploma or equivalent
Highly PC proficient
Attention to detail and quality-oriented
Multi-task oriented
Analytical thinker and problem solver
Excellent listening and interpersonal skills
Confident, approachable, and positive attitude
Excellent oral and written communication skills
Demonstrates personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)

Nice To Haves

2-3 years of customer service call center environment strongly preferred.
Bilingual skills a plus.
Decision-making skills. Ability to work independently and make decisions that balance the interests of the team, the Firm, and the customer
Conflict Resolution skills. Ability to respond with diplomacy and tact
Ability to work under pressure.
Adaptability and Teamwork - Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals
Ability to remain highly motivated in a fast-pace, multi-faceted environment

Responsibilities

Monitor, rate and coach agents call handling performance to ensure the highest level of quality and expectations are achieved.
Perform as subject matter expert on omnichannel communication solutions.
Monitor and measure the quality of inbound and outbound calls for compliance.
Assist in the preparation of client performance tracking reports.
Report daily, weekly, and monthly quality score results to management.
Provide detailed feedback and performance related recommendations necessary to ensure quality performance.
Participate in scheduled internal sessions with leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
Work in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meets performance expectations.
Participate in review meetings including the development information on quality performance.
Contribute call feedback, scorecards, and recorded calls to ensure program compliance.
Advise leadership of equipment and/or software that impedes the delivery of exemplary service or impacts service level agreement requirements.
Facilitate coaching sessions with agents on call performance.
Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.