Quality Assurance Specialist

• Verify that agents are providing accurate solutions to customers
• Record evaluations utilizing departmental quality monitoring forms
• Deliver coaching feedback to supervisors and/or agents on call and email performance
• Provide Supervisors and Managers with regular performance feedback on the agents
• Prepares and analyzes quality reports for Management review
• Perform root cause analysis and report to management
• Participate in development of reference documents to drive quality improvement
• Participates in the design of quality monitoring forms and quality standards
• Conducting Calibration sessions with supervisors and management
• Conducting counter audits to ensure Sage is calibrated
• Transcribing calls for management and/or legal
• Perform any other duties as assigned

Key Requirements:

• Exceptional listening and analytical skills
• Detail oriented
• Flexible
• Attention to details
• Teamwork
• Work effectively with minimal supervision.
• English language Fluency is a must.
• Minimum 1 year of experience in QA, especially in call center.
• Experience developing and implementing QA programs is highly preferred
• Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
• Exceptional listening and analytical skills
• Proficient in Word, Excel, and PowerPoint for presentations and reports required
• Salesforce experience preferred
• Able to sit or stand for frequent periods in the same location with some opportunity to