Quality Assurance Specialist

$55,120 - $65,000/Yr

Interstate Waste Services - Teaneck, NJ

Full-time - Mid Level

Teaneck, NJ

Waste Management and Remediation Services

About the position

The Quality Assurance Specialist at Interstate Waste Services plays a crucial role in ensuring high-quality customer service within the contact center. This position involves monitoring and assessing the quality of interactions between customer service representatives and customers, providing coaching and training, and identifying performance trends to enhance the overall customer experience. The QA Specialist collaborates with team leads and management to implement quality assurance programs and support a coaching-rich environment.

Responsibilities

• Monitor contact center calls, emails, and chats to ensure quality standards are met.
• Audit contact center interactions against established quality criteria.
• Identify training and coaching opportunities for staff based on performance assessments.
• Provide feedback and coaching to customer service representatives and team leads.
• Assess team performance and prepare reports for contact center operations leadership.
• Participate in calibration sessions to ensure consistent scoring and best practices.
• Collaborate on the content of quality assurance scorecards.
• Participate in projects aimed at improving service quality.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 3 years of experience in Learning & Development or Quality Assurance.
• Understanding of contact center quality assurance scoring and coaching.
• Strong organizational and time management skills.
• Proficiency in problem assessment and resolution in complex settings.
• Knowledge of customer service processes and techniques.
• Experience in developing people and providing feedback.
• Impeccable written and verbal communication skills.

Nice-to-haves

• Experience in project management.
• Desire to be a change agent in a dynamic environment.

Benefits

• Equal employment opportunities without discrimination.
• Supportive work environment focused on employee safety and quality service.