Quality Assurance Specialist

Position Summary: Quality Assurance Specialist will assure the attainment of operational targets and delivery of SLA’s. The QA Specialist will be expected to work independently in a rapidly changing environment, manage projects to completion and have an eye towards analytics, all while maintaining and developing the relationship between BPO partners. The successful candidate will be the primary source for performance analyses and quality monitoring for both our In-House and Outsourced Contact Center Operations leading to a deeper understanding of our areas of opportunity to improve within our Call Center Support organization. 

TITLE OF POSITION: Quality Assurance Specialist

                                          Administrative Exempt Employee  

Duties and Responsibilities:

·         Autonomously manages Call Center performance pertaining to our rules and procedures.

·         Performs quality monitoring for both in-house and outsourced contact centers.

·         Performs quality coaching sessions with agents and supervisors

·         Ensures that all third party vendors are meeting KPI performance targets.

·         Foster a customer-centric attitude, drive customer priorities, and build effective customer/vendor relationships.

·         Analyze outsourced contact center performance and identify trends, opportunities, issues, concerns, and successes.

·         Perform gap analysis, to ensure partner advisors have tools, processes, trainings and the empowerment to deliver expected customer experience

·         Assure the attainment of operational targets and delivery of SLA’s.

·         Performance analyses for the Outsourced Contact Center Operations leading to a deeper understanding of our areas of opportunity to improve within our Call Center Support organization. 

Education and Work Experience:

·         Bachelor’s Degree Preferred

·         3 years' experience supporting Contact Center Operations with quality monitoring responsibilities.

Knowledge and Skills :

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Strong understanding of contact center performance analytics, specifically in the BPO support space
• Ability to communicate effectively (verbal and written)
• Experience in leading cross functional projects and programs in a contact center world
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct
• Dynamic, outgoing and highly collaborative with a strong sense of ownership
• Supervisory or management experience preferred

Hours Required: M-F 8:30-5:00 PM EST

Travel: Up to 50%

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.  

This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.