Quality Assurance Specialist, Contact Center

GoodLeap • Roseville, CA

45d • $20

About The Position

The Quality Assurance Specialist role monitors and evaluates call, email, and text interactions between representatives and customers to identify areas of improvement and provide actionable feedback to various departments to enhance performance and maintain a high level of service standards, as well as report on account documentation, adherence to company policies, and compliance.

Requirements

• Conscientious and focused listening and reading skills with strong attention to detail
• Analytical and problem-solving skills, and the use of good judgment
• Ability to identify and provide professionally written actionable feedback
• Effectively and professionally communicate verbally and in writing, including notation
• Commitment to supporting the growth and development of evaluated representatives
• Ability to adapt quickly to changing priorities and environments in a fast-paced setting
• Effective time management, and the ability to meet targets within a specific timeline
• Excellent interpersonal, facilitation, and relationship management skills
• Ability to work independently with general direction and be self-motivated

Responsibilities

• Perform call, text, and email monitoring for various departments and provide professionally written, actionable feedback and information as it pertains to the improvement of performance, procedures, compliance, and customer experience
• Deliver professionally written reviews, reports, and information as they pertain to various departments and the company's quality assurance needs
• Participate in quality calibration and ongoing quality assurance training
• Assist and back up with other duties, as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees