Quality Assurance Specialist - Call Center

About the role

The Quality Assurance (QA) Specialist assists in implementing the call center quality assurance plans. This position performs QA reviews of completed work, identifies performance deficiencies, and assists in developing ongoing refresher training for individuals or the entire operational staff.

Responsibilities

• Assists in developing and implementing QA and training programs
• Conducts QA reviews
• Assists in report preparation
• Conducts training sessions, either individually or in group settings
• Provides one-on-one mentoring to new employees or those having difficulty meeting quality requirements
• Answer calls in queue as needed

Requirements

• Regular and timely attendance

Qualifications

• Associate Degree or equivalent years of call center experience
• Experience developing and monitoring QA programs is preferred
• Professional experience with the Microsoft Office Suite and other relevant programs
• Experience providing training one-on-one and in group settings