Customer Quality Assurance Specialist

Remote Opportunity

Responsibilities

• Conduct daily, weekly, and monthly quality assurance audits of work as assigned by Leadership
• Prioritize workloads to ensure timeliness and quality standards are met
• Monitor and report workloads on a daily, weekly, and monthly basis
• Conduct necessary research and coordination for all quality assurance audit activities
• Validate analysis and outreach activities in accordance with current policies and directives
• Analyze work based on current policies, directives, and investigation through available resources and further research
• Thoroughly understand the requirements on all work activities and processes being reviewed
• Provide feedback and guidance to staff concerning quality assurance audit results in a manner that is not biased or defensive
• Identify and analyze quality assurance trends and refer any realized issues to the Leadership Team or Training Department for follow-through as needed
• Suggest process improvements based on quality assurance audit findings
• Support and accept responsibility for special projects and assignments

Requirements

• Bachelor’s degree with zero years of experience, or substitute 2 years of equivalent work experience for degree
• Demonstrated literacy in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
• Strong people management skills
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member and independently
• Ability to research, evaluate, analyze, resolve, and present solutions to problems
• Attention to detail
• Proactive in identifying and addressing issues
• Ability to obtain ITIL V4 Foundation Certification within 6 months of placement

Preferred Qualifications

• Experience with contact center and data research
• Ability to read and interpret process and workflow diagrams and work instructions
• Ability to manage changing priorities within a highly dynamic environment
• Ability to work well under deadlines
• Strong organization skills, ability to handle multiple tasks or projects

Pay

$20–24/hour