Quality Assurance Specialist  

I. SUMMARY

Working as part of the contact center operations team, the Quality Assurance Specialist is responsible for the development and delivery of the site’s Quality programs. The Quality Assurance Specialist works collaboratively with Operations and the business leaders to ensure that the specific objectives of the team which they support are met while the customer experience consistently meets/exceeds expectations.

II. CRITICAL FUNCTIONS

1. Real time process and/or call monitoring

• Ability to assess the associate knowledge of the process
• Identify areas of associate development e.g. customer engagement skills, sales skills, process
• Assessment of associate performance and/or execution of the processes through monitoring review and evaluation to ensure best practices are followed
• Assists in the design and implementation of process improvements

2. Quality Audit/Reporting

• Monitors SLA performance of associates and/or of the team according to best practices using guidelines based on standards for transactional and/or customer/vendor facing quality forms
• Prepares and implements audit plans to test processes in an effort to identify issues or gaps
• Regularly conducts calibration sessions with the Operations teams to ensure consistency of approach and analysis
• Provides reporting to Operations on the performance of associates and team
• Ensures that daily/weekly/monthly SLA’s are achieved
• Tracks and reports on all identified errors or Areas for Improvement
• Makes recommendations based on analysis of quality data for development of training module

3. Coach on Performance Management

• Deliver coaching feedback to associate’s on call performance.
• Facilitates trainings whenever there are additions or changes to the QA guidelines.
• Facilitates refresher trainings regularly to target the behaviors that lead to the most problems and promote positive behaviors.
• Provide feedback on the overall QA and training process, suggest edits and revisions to the current QA guidelines and training processes.

1. Education/Training:

• College Graduate preferably a Bachelor of Science in Commerce/ Communications.

2. Background/Experience:

• 2 Years in Quality Assurance / Specialist position.
• Prior experience in a BPO organization is a plus.
• 5 plus years functional experience, including customer service.

3. Skillset required:

• Order Processes
• Direct Sales/Operations.
• Working knowledge of Sales Systems.
• Excellent in oral, written & Interpersonal communication.
• Keen to details.

Ability to:

• Provide and support a vision and direction.
• Exceptional listening and analytical skills.
• Time Management for self and others.
• Knowledgeable in Microsoft Office.
• Strong knowledge & dedication of customer care processes, services and techniques.
• Understanding the business.