Senior Quality Assurance Specialist

Valon Mortgage • Phoenix, AZ

3d

About The Position

We are seeking a Sr. Quality Assurance Specialist to help us grow our QA team. The ideal candidate will understand how to strike a balance between individual motivation and analytical skills, easily spotting trends to help drive overall improvement. This person will also work collaboratively to drive technological advances through voice analytic software, artificial intelligence, and product enhancements.
This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors.

Requirements

• Exceptional organization and time management skills
• Ability to work productively with minimal supervision
• Basic/Intermediate skill level using Excel/Google Sheets required with proficiency in all other Microsoft products
• Analytical approach to problem-solving
• Ability to break down complex concepts
• Excellent written and verbal communication
• Strong interpersonal skills, including the ability to influence others
• Strong understanding of best practices for exceptional customer service
• Minimum 2+ years of quality experience or similar preferred
• Must be available to collaborate and communicate in regularly held in-person meetings
• High School Diploma or GED equivalent required

Responsibilities

• Monitor and evaluate a variety of interactions–phone, chat, and email– within the contact center to ensure service meets all quality assurance standards.
• Identify departmental training, performance, and process improvement opportunities
• Develop and maintain thorough knowledge and understanding of the functional requirements of the call center, including the frequent and regular performance of front-line tasks
• Meet the required daily/weekly quota of QA audits.
• Responsible for completing Targeted Reviews as assigned.
• Foster positive working relationships with internal and external partners to ensure consistent quality standards.
• Performs other duties and special projects as assigned

Benefits

• Compensation: competitive salary and 401k plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: in-office snacks and drinks, and Bagel Fridays
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
• Generous time off: 17 days paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED