Quality Assurance Specialist  

Responsibilities:

• Design call/transaction monitoring/audit forms that measure accuracy and capture defects in the processes of the program/account
• Performs call/transaction monitoring, and provides trend data to the site management team to help identify the root cause of defects and recommend actions to address them
• Uses quality monitoring data management system to compile and track performance at an account and individual level
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates process calibration sessions with the clients, site management, and agents
• Provides feedback to team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review
• Perform other duties as assigned

Qualifications:

• At least 1year QA, TL or Training specialist experience
• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter
• Must be detail-oriented with exceptional listening and analytical skills
• Solid time management skills, able to handle multiple accounts (10-12 accounts) at the same time
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient in MS Office and Google Workplace
• Experience in LMS is preferred
• Must be amenable to work onsite