Internal QA (Open to All Sites!)
Internal QA (Open to All Sites!)
Location: ALL SITES
Position Overview:
The Quality Assurance Specialist is responsible for monitoring and evaluating inbound and outbound customer interactions to ensure compliance with company policies and client standards. This role partners closely with delivery teams to improve processes, elevate customer service, and maintain consistent QA scoring practices. Responsibilities include compiling performance reports, providing coaching and feedback to team members, identifying improvement opportunities, and supporting ongoing quality initiatives through collaboration and strategic recommendations.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls for quality assurance.
- Assess team interactions, focusing on compliance with company policies and client standards.
- Collaborate with delivery teams to enhance processes and improve customer service.
- Calibrate QA Scores among team members, delivery, and/or clients, as necessary.
- Compile and present detailed reports on quality metrics and team performance.
- Provide feedback and coaching to team members to enhance skills and performance.
- Identify areas for improvement and assist in developing actionable strategies.
- Participate in team meetings to discuss ongoing quality initiatives.
Qualifications:
You MUST receive approval from your Delivery Leader BEFORE applying
- High school diploma or equivalent is required
- Prior experience in a call center or customer service environment is a plus
- Strong analytical skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work collaboratively in a team environment.
- Proficiency in using Microsoft Office Suite and QA software tools.
Applications will be accepted through June 19th
