Quality Assurance Specialist, PT (call center)
About The Position
Monitor inbound and outbound calls, emails, and other customer interactions to assess adherence to quality standards and service expectations. AI quality coaching program to improve customer and agent experience. Build and report on trends in the call center based on insights gathered from Quality Management tools. Conduct regular quality evaluations using established scoring guidelines and documentation templates. Provide clear, constructive, and timely feedback to supervisors, trainers, and staff on performance trends and opportunities for improvement. Maintain accurate and organized QA records, scorecards, and documentation for reporting and audits. Analyzing quality assurance results in identifying patterns, root causes, and areas requiring process or training enhancements. Collaborate with supervisors, leadership, and training teams to support coaching plans, performance improvement initiatives, and new hire/on-going training needs. Hold calibration sessions with the leadership team to ensure scoring consistency Identify process improvement opportunities to update SOPs and scripting, and knowledgebase revisions as needed. Other duties as assigned.
Requirements
- High school diploma or equivalent
- Three (3) or more years of experience in call center, customer service, or quality assurance role.
Responsibilities
- Monitor inbound and outbound calls, emails, and other customer interactions to assess adherence to quality standards and service expectations.
- Build and report on trends in the call center based on insights gathered from Quality Management tools.
- Conduct regular quality evaluations using established scoring guidelines and documentation templates.
- Provide clear, constructive, and timely feedback to supervisors, trainers, and staff on performance trends and opportunities for improvement.
- Maintain accurate and organized QA records, scorecards, and documentation for reporting and audits.
- Analyze quality assurance results in identifying patterns, root causes, and areas requiring process or training enhancements.
- Collaborate with supervisors, leadership, and training teams to support coaching plans, performance improvement initiatives, and new hire/on-going training needs.
- Hold calibration sessions with the leadership team to ensure scoring consistency
- Identify process improvement opportunities to update SOPs and scripting, and knowledgebase revisions as needed.
- Other duties as assigned.
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What This Job Offers
Job Type
Part-time
Education Level
High school or GED
Number of Employees
101-250 employees
