Quality Assurance Specialist

Position Summary

The Quality Assurance Specialist reflects the voice of the company brands and serves the Speed Commerce mission and core values by evaluating and scoring the quality of inbound and outbound contacts according to established standards. The role is responsible for maintaining the validity and veracity of the quality assurance program by ensuring that the results of monitoring efforts are fundamentally aligned with client expectations and consumer satisfaction.

Essential Duties and Responsibilities

• Evaluates all interaction types, delivery channels and opportunities for consumer engagement to include phone calls, chats, emails, prescriptions, and cases.
• Employs established systematic monitoring schedule to ensure contact sampling across days, weeks, months, and contact types consistent with contractual obligations and agent performance requirements.
• Identifies and reports upon discovered trends including individual and team-wide errors or deficiencies.
• Mets consistently with clients and senior company management to present and define staff performance.
• Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills.
• Ensures the integrity and the veracity of quality standards by participating in calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis.

Critical Success Factors

• Communication - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Computation - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Analytical - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Ability to handle confidential information.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Minimum Experience Required

• High school diploma or general education degree (GED); 2 years of Quality Assurance experience in a call center environment is required.

Skills / Abilities

• Experience with Microsoft Applications.
• Experience with Company telephony systems.
• Experience with additional tools used for oversight in-connection with front-line staff utilization.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.