Full-Time Quality Assurance Specialist Lead

The Quality Assurance Specialist Lead is responsible for assisting with the day-to-day operations of quality reporting, quality coaching and quality oversight.

Duties and Responsibilities:

• Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals.
• Motivate and inspire the team to exceed goals.
• Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback.
• Identify opportunities for development and continuous improvement.
• Provide assistance with call scripter tool.
• Provide feedback to the training team regarding any trends noted that would warrant further trainings.
• Assist with client calibration call retrieval, review and analysis.
• Assist with complaint call retrieval and review.
• Remain calibrated with Quality Manager when conducting quality audits.
• Actively participate in team meetings and call calibrations as well as provide quality coaching as needed.
• Produce reports reflecting individual and overall results during nesting and coaching sessions.
• Analyze trends from reports to assist quality manager and training team.
• Support quality remediation activity.
• Other duties as deemed appropriate.

Job Requirements:

• Minimum of 5 years customer service experience preferred.
• Previous experience in call quality auditing and coaching strongly preferred.
• Advanced knowledge of Microsoft Office applications including Excel and Outlook.
• Exceptional problem solving, analytical, interpersonal and communication skills to resolve issues within Operations.
• Professionally skilled in verbal and written communication
• Meticulous organization skills, with the ability to multi-task.
• Ability to make sound decisions in a timely and independent manner.

Education:

High School diploma or equivalent.

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