Quality Assurance Specialist

ACD Direct•Farmington, UT

1d•Remote

About The Position

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity. The QA Specialist II is responsible for assisting the Contact Center QA Manager in ensuring that the Contact Center’s Quality Assurance is being performed per company guidelines and client expectations.

Requirements

Must be able to work evening and weekends (Friday, Saturday and Sunday) No exceptions.
1+ year experience working in a virtual contact center environment.
Knowledgeable in Microsoft Office products (Excel, Word, Outlook).
Time management and customer service skills

Responsibilities

Conduct client calibration calls.
Monitor and audit agent calls to provide trends and lessons learned to both agents and operations.
Provide the QA Supervisor with data on the status of the operation’s quality assurance.
Serve as a Subject Matter Expert (SME) for contact center standard operating policies.
Act as a point of contact for the support staff to assist with questions with workflows and projects, and handle escalated customer/member calls from support staff (escalated Supervisor calls).
Responsible for updating client logs and coordinating training for Quality Assurance team and ensuring compliance for weekly QA feedbacks.
Respond to QA issues via ticket and/or emails with urgency and immediacy.
Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume times or as needed by CRMs and CC Management.
Support the various ticket teams and staff team as needed, and act as a backup when members of the team are absent.
Cross-train in the day-to-day call center skills, tasks, and projects.
Perform any additional duties assigned to them.