Call Center Quality Assurance Specialist

Responsibilities

• Monitor and evaluate staff members on the quality and process of work performed as measured against standards.
• Aid in the development, analysis, and distribution of recaps, findings, and summaries.
• Aid in the training of new agents and re-training on policies and procedures.
• Remain proficient and updated on policies and procedures for all operations.
• If necessary, assist in developing new procedures and updating existing ones when changes occur.
• Conduct agent monitoring activities, providing live coaching for quality assurance purposes.
• Monitor and report on agent activity, schedule adherence, and productivity, submitting daily, weekly, and monthly findings.
• Research, analyze, identify, and evaluate data from assigned tasks to assess existing and potential trends and issues, then recap for leadership.
• Perform other duties as directed by leadership.