Quality Assurance Specialist

ASM Research•Remote,

6d•Onsite

About The Position

Monitors customer interactions and reviews and analyzes customer feedback to evaluate overall customer experience. Assigns root cause and identifies systemic quality problems. Accurately compares measurements between team, vendors and client partners and reports findings from complaints and call monitoring to the client, internal, and vendor teams.

Requirements

Associate’s Degree preferred or equivalent relevant experience.
2-5 years of experience in call center, quality control, quality assurance and/or training.
Ability to obtain ITIL V4 Foundation Certification within 6 months of placement.

Nice To Haves

Experience with quality assurance program creation or execution.
Experience with call center call monitoring/recording software.
Exceptional customer service and problem-solving skills.
Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
Excellent analytical skills and strong decision-making abilities.
Proven ability to achieve and maintain departmental quality standards.
Strong Internet software and Windows operating systems and software skills.
Demonstrated ability to train and develop new and existing support agents.
Excellent interpersonal, facilitation, and relationship management skills.
Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.
Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.
Great coordination skills across multiple departments of the Customer system.

Responsibilities

Monitors calls for timeliness of answer, active listening, request/issue identification, correct call hold, professionalism, compliance requirements, request/issue resolution, and appropriate closing.
Validates Speech Analytics algorythms for accuracy
Analyzes survey results for improving communication process and providing feedback to the communication owners.
Utilizes quality monitoring program to compile and track performance at individual, functional, and program levels.
Provides feedback to agents and managers based on observed strengths and improvement opportunities.
Analyzes readership, comprehension and application of communicated actions.
Serves as a resource and escalation point for all lines of business so that reviews of calls are accurate for technical content and employees are provided with the correct policies, procedures, and/or reference materials.
Uploads communications to system after obtaining necessary approvals.
Identifies trends in service and provides that data to the training team to enhance current training.
Documents customer/call communications processes.
Provides call quality metrics data to generate and maintain volume forecasts to support management with scheduling and staffing needs.
Coordinates with client and other Quality team members to obtain content for agent communications.