Quality Assurance Specialist
eClerx•Fayetteville, NC
About The Position
The Quality Assurance Specialist is responsible for promoting and maintaining the organization’s quality standards, processes, and procedures. This role involves monitoring interactions, conducting calibrations, identifying gaps and trends, and providing feedback across departments to ensure continuous improvement.
Requirements
- At least 1 year of experience in a quality assurance role or related field
- Proven experience in a call center quality assurance environment
- Strong understanding of call center metrics and QA methodologies
- Excellent listening, analytical, and problem-solving skills
- Ability to provide constructive feedback and coaching
- Strong verbal and written communication skills
- Proficiency in computers, software applications, and call monitoring tools
- Quality Assurance Methodologies
- Active Listening
- Analytical Thinking
- Problem Solving
- Process Improvement
- Compliance
- Results-Driven Mindset
- Attention to Detail
- Team Collaboration
Responsibilities
- Monitor, calibrate, and support quality standards set by the client and the organization
- Evaluate voice, email, and chat interactions based on established quality standards and metrics
- Utilize call monitoring software and other tools to assess agent performance
- Accurately document and track evaluation results
- Provide constructive feedback to agents, highlighting strengths and areas for improvement
- Participate in coaching sessions and calibration meetings to ensure consistent evaluation standards
- Generate regular reports on quality metrics and performance indicators
- Provide insights and recommendations to management for process improvements
- Maintain a thorough understanding of company policies, procedures, and quality standards
- Ensure compliance with relevant regulations and industry best practices
- Support the development and implementation of quality improvement initiatives
- Collaborate with team leaders and training teams to address trends and performance gaps
- Participate in team meetings and foster a positive, collaborative work environment
- Adhere to company policies and procedures
- Meet or exceed performance targets and KPIs
- Continuously improve knowledge of products, services, and processes through training
- Collaborate with other departments as needed
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
