Quality Assurance Specialist

Interviews will be conducted online

• Participates in the design of call monitoring formats and quality standards.
• Performs call monitoring and provides data to the management team.
• Assure monitoring target is being followed and evaluates agents' performance (script, data, process consistency, product knowledge) for voice and non-voice transactions
• Participates in customer and client listening programs to identify customer needs and expectations.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Provides actionable data to various internal support groups as needed.
• Provides feedback to team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.