QA Specialist (Seasonal) ($15.21 + $4.93 HWB)

JOB TITLE: Quality Assurance Specialist(Seasonal)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worth of Trust from all Stakeholders

OVERVIEW:

The seasonalQuality AssuranceSpecialist ($15.21 $4.93 HWB/hr) is responsible forevaluatingnumerouscalls per week entering evaluations into the call monitoring systemsand providingfeedback to supervisors and agents regarding any failed calls in a timely QA will also be expected to take calls during the workday. This position will be a hybrid position with a rotating in-center and at-home schedule.

ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with theSaviLinxGuiding Principles.
• Exemplifies theSaviLinxGuiding Principles in all aspects of work.
• Oversees employee performance via recorded monitoring and case audits.
• Monitors process performance (gaps) via recorded monitoring and case audits.
• Maintains proper documentation of call performance and associated corrective measures as applicable.
• Contributes to a positive team environment.
• Conducts calibration meetings with internal and external stakeholders.
• Stays up to date on new productsproceduresand marketing initiatives.
• Maintains proper documentation of call performance and associated corrective measures as applicable.
• Ensures that the quality of all new hire paperwork meets or exceeds all requirements for accuracy and timeliness.
• Follow the direction of the Program Manager Admin Team and Client in regard to all work-related tasks and scheduling.
• Takes calls up to 100% of the workday.
• Must meet or exceed all deadlines.
• Works on a variety of assigned projects.

SUPERVISORY RESPONSIBILITY:

No supervisory responsibility.

EXPECTED WORKDAYS/ HOURS:

This position requires full flexible availability including evenings and weekends as needed.

LOCATION:

Hybrid: both work from center and from home. Training is from center.

QUALIFICATIONS:

• Experience in a Quality Assurance environment in a call center or the service industry experience preferred.
• Excellent communication skills both written and verbal.
• Good problem solvingdecision-making teamwork and multitaskingskills.
• Candidates must be service oriented self-confident and dependable.
• High School diploma or equivalent.
• Minimum 1-2 years customer service experience preferred.
• Mustbe able to use PC and have knowledge of WordExceland Outlook.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:

SaviLinx LLC provides equal employment opportunities to all employees and applicants for employment andprohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER

Required Experience:

Unclear Seniority