Quality Assurance Specialist

Unleashed Brands • Bedford, TX

15d

About The Position

As a Quality Assurance Specialist, you will play a crucial role in evaluating and ensuring the quality of customer interactions within our guest loyalty call center. You will monitor recorded calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness.

Requirements

• 1+ years of experience in Quality Assurance, preferably in call center or hospitality environments.
• Excellent attention to detail and strong organizational skills.
• Strong communication and collaboration abilities, capable of working effectively with leadership and general employee base
• Computer proficiency, particularly in Microsoft Office (Excel, Outlook, Word, Power Point, etc)
• Must be a resident of the United States.
• Experience in call center platforms and QA tools is must (external)

Nice To Haves

• Experience with Five9 is a plus.
• Sales experience, or experience in a revenue based role, is a nice to have
• Coaching/Mentoring experience is a plus
• Strong analytical and problem solving capabilities
• Must be self-driven with the ability to execute responsibilities with minimal supervision
• Other duties as assigned

Responsibilities

• Track and report on key QA metrics
• Observe agents’ ability to navigate systems and use tools
• Assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality
• Maintain QA reports and documentation
• Record feedback during call monitoring
• Compile quality reports to share with management
• Stay up to date on all policies and procedures
• Keep current on QA best practices
• Identify recurring issues
• Collaborate with agent leadership to enhance performance
• Assist in developing call handling procedures
• Provide recommendations for training and script updates
• Complete review of emails and chat transcripts to ensure customer needs are met along with proper grammar and punctuation in place
• Complete verification of all sales records for accuracy
• Revise and create new email templates to keep in line with new company promotions and policies
• Other duties assigned as needed

Benefits

• Competitive Compensation: Enjoy a competitive hourly rate.
• Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career.
• Benefits Package: We offer a comprehensive benefits package to support you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees