Quality Assurance Specialist
4.
0 Las Vegas, NV Las Vegas, NV Full-time Full-time $20 - $22 an hour $20 - $22 an hour Overview We are seeking a dedicated and detail-oriented Quality Assurance Specialist to join our team.
The ideal candidate will play a crucial role in ensuring that our customer calls meet the highest quality standards.
This position involves utilizing various quality assurance techniques and tools to monitor and improve call quality in call centers in the US and the Philippines.
The Quality Assurance Specialist will collaborate with training to identify areas for improvement and implement effective quality control measures.
Responsibilities Evaluates all interaction types, delivery channels and opportunities for consumer engagement to include phone calls, chats, emails, prescriptions, and cases.
Employs established systematic monitoring schedule to ensure contact sampling across days, weeks, months, and contact types consistent with contractual obligations and agent performance requirements.
Identifies and reports upon discovered trends including individual and team-wide errors or deficiencies.
Meets consistently with clients and senior company management to present and define staff performance.
Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills.
Ensure the integrity and the veracity of quality standards by participating in calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis.
Other duties as directed by management.
Requirements Proven experience (3 years minimum) in quality assurance or quality control within a call center environment required.
Familiarity with the following QA Tools, Microsoft Applications, Company telephony systems, additional tools used for oversight in connection with front-line staff utilitzation.
Strong understanding of QA/QC principles and practices, including quality management systems.
Excellent analytical skills with the ability to interpret data effectively.
Strong attention to detail and commitment to maintaining high-quality standards.
Effective communication skills, both verbal and written, to collaborate with team members across various departments.
Join our team as a Quality Assurance Specialist and contribute to delivering exceptional conversations that meet the needs of our customers! Job Type:
Full-time Pay:
$20.
00 - $22.
00 per hour Expected hours:
40 per week
Benefits:
Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Monday to Friday
Experience:
Call Center Quality Assurance:
3 years (Required) Shift availability:
Day Shift (Required) Ability to Commute:
Las Vegas, NV 89103 (Required) Ability to Relocate:
Las Vegas, NV 89103:
Relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 Las Vegas, NV Las Vegas, NV Full-time Full-time $20 - $22 an hour $20 - $22 an hour Overview We are seeking a dedicated and detail-oriented Quality Assurance Specialist to join our team.
The ideal candidate will play a crucial role in ensuring that our customer calls meet the highest quality standards.
This position involves utilizing various quality assurance techniques and tools to monitor and improve call quality in call centers in the US and the Philippines.
The Quality Assurance Specialist will collaborate with training to identify areas for improvement and implement effective quality control measures.
Responsibilities Evaluates all interaction types, delivery channels and opportunities for consumer engagement to include phone calls, chats, emails, prescriptions, and cases.
Employs established systematic monitoring schedule to ensure contact sampling across days, weeks, months, and contact types consistent with contractual obligations and agent performance requirements.
Identifies and reports upon discovered trends including individual and team-wide errors or deficiencies.
Meets consistently with clients and senior company management to present and define staff performance.
Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills.
Ensure the integrity and the veracity of quality standards by participating in calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis.
Other duties as directed by management.
Requirements Proven experience (3 years minimum) in quality assurance or quality control within a call center environment required.
Familiarity with the following QA Tools, Microsoft Applications, Company telephony systems, additional tools used for oversight in connection with front-line staff utilitzation.
Strong understanding of QA/QC principles and practices, including quality management systems.
Excellent analytical skills with the ability to interpret data effectively.
Strong attention to detail and commitment to maintaining high-quality standards.
Effective communication skills, both verbal and written, to collaborate with team members across various departments.
Join our team as a Quality Assurance Specialist and contribute to delivering exceptional conversations that meet the needs of our customers! Job Type:
Full-time Pay:
$20.
00 - $22.
00 per hour Expected hours:
40 per week
Benefits:
Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Monday to Friday
Experience:
Call Center Quality Assurance:
3 years (Required) Shift availability:
Day Shift (Required) Ability to Commute:
Las Vegas, NV 89103 (Required) Ability to Relocate:
Las Vegas, NV 89103:
Relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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