QA Specialist 1 – Candidates with contact center quality (call and email monitoring) Exp
About The Position
The Quality Assurance Specialist ensures that all interactions, processes, and deliverables meet established quality standards. This position is designed to monitor, evaluate, and improve service delivery, ensuring compliance with regulatory requirements and enhancing customer, process, and stakeholder satisfaction. The role involves monitoring and evaluating interactions for adherence to quality standards, developing and implementing quality assurance processes, collaborating with training teams to address performance gaps, preparing detailed quality reports, and identifying opportunities for process improvement.
Requirements
- Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
- 2+ years of experience in quality assurance or similar role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in MS Office and quality monitoring tools.
- Knowledge of regulatory compliance standards and best practices.
Nice To Haves
- Experience with SAP, JDE, i5
- HighRadius is a plus
- Quality Assurance, auditing, or call/chat monitoring
- Performance evaluation using scorecards
- Data tracking/reporting and feedback delivery
Responsibilities
- Monitor and evaluate interactions for adherence to quality standards.
- Develop and implement quality assurance processes and guidelines.
- Collaborate with training teams and/or management to address performance gaps and improve service quality.
- Prepare and present detailed quality reports to management and stakeholders.
- Identify opportunities for process improvement and recommend actionable solutions.
Benefits
- Potential for assignment extension based on business needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
