Quality Assurance Associate

About the Role

Under general supervision, drive day-to-day management of quality programs within the organization's contact center and back office service teams. Provides data analysis, coaching, and business solutions to achieve internal quality goals and enhance end-to-end quality of services provided to the client base. Focuses on customer service interactions, set-up and maintenance activities, and project services.

Responsibilities

• Oversee quality activities to ensure success against quality KPIs, including inbound call and email customer interactions, updates to existing customer services, and set-up of new customer services.
• Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low-performing agents.
• Perform ticket audits of each operations team, ensuring proper documentation and workflow of service requests per internal procedure.
• Conduct audits of services to ensure SOX compliance.
• Produce reporting based on audits and offer suggestions, job-aids, etc., for improvement.
• Conduct side-by-side monitoring and coaching as requested by the supervisor/team lead or as need is recognized.
• Participate in monthly meetings and calibration sessions with third-party quality vendor.
• Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center.
• Participate in new hire and skill enhancement training, helping to reinforce behaviors and processes that drive quality.
• Collaborate with supervisor and management to drive process improvement and technology initiatives aimed at creating efficiency and quality in operational processes.
• Assist in utilizing reporting tools that track performance at a department, team, and individual level to measure quality rates.
• Assist with customer service calls, emails, and spec creation as needed for business continuity purposes.

Requirements

• High school diploma or G.E.D. (accredited).
• Two years of relevant work experience.
• Call center or customer service experience required.
• Ability to work in and/or back-up all incoming call queues for the various segments within the department; assist with dispatch when needed.
• Ability to cross-train and develop others.
• Excellent verbal, written, and analytical skills.
• Advanced typing and computer skills (MS Office, including Excel, Word, Outlook, etc.).
• Ability to multitask and react well under pressure while treating others with respect.
• Identifies and resolves problems in a timely manner; prioritizes and plans work activities.
• Focuses on solving conflicts and listening to others without interrupting.
• Works efficiently and effectively, both independently and as a team, to exceed call center standards.
• Balances team and individual responsibilities and helps build a positive team spirit.
• Adapts to frequent changes in the work environment.
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
• Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.

Work Environment

Office setting (Hybrid - Windsor, CT). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Pay

The expected starting pay for this hybrid position across the U.S. is $25 per hour. The specific salary offered to a successful candidate may be influenced by factors including relevant experience, education, training, certifications, qualifications, and work location.

Benefits

• Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.

Note: Benefits may vary by site.