Quality Assurance Auditor (Call Center)

Northwest Administrators, Inc. • Las Vegas, NV

5d • $21 - $29 • Onsite

About The Position

We’re on the hunt for a sharp, detail-loving Quality Assurance Auditor to help us keep our Client Service Center performing at its absolute best!
What you'll be doing...
As a Quality Assurance Auditor in our Las Vegas office, the main focus will be to monitor, evaluate and assist with calls to our contact center. This includes both external customer calls, as well as internal departmental inquiries. You will provide feedback for the CSRs and collaborate with trainers and leaders in maintaining uniform operating procedures.
This position is scheduled to work 100% on-site at our Las Vegas, NV office.

Requirements

• Bachelor's degree or equivalent work experience preferred
• Supervisory, training, call auditing and call center experience preferred
• Able to prioritize work, multitask and work independently
• Excellent verbal, written and people skills
• Intermediate level experience in the Microsoft Office suite of tools

Responsibilities

• Deliver exceptional customer service through scheduled reviews/audits
• Drive a high level of associate performance and engagement
• Resolve issues escalated by the CSR, Supervisor, or other internal departments
• Handle internal calls from CSRs on the Assist Queue line
• Assist in creating/maintaining Standard Operating Procedures on the SharePoint site
• Assist with maintenance of department handbooks and approved policy and procedures

Benefits

• Hourly rate range of $21.35 - $28.88 per hour (dependent upon experience & qualifications)
• Medical, dental (w/orthodontia), vision, Rx benefits, disability & life insurance
• Optional benefits: health flex spending, dependent care assistance & pet insurance
• Generous 401(k) plan with employer base contribution and match
• Paid Vacation (10 days), Sick Leave (10 days), and Holidays (10 days)
• Collaborative team environment
• Work-life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level