Job Description

• Review quality of work and performance of Sales Agents & Customer Service Reps through live monitoring and use of call recording system and applications.
  
• Identifies training needs and communicates needs to training department as needed.
  
• Uses quality monitoring system to compile and track performance at team and individual level.
  
• Conducts calibration sessions on calls for all products/programs with Call Center Management.
  
• Provides actionable data to various internal support groups as needed.
  
• Provides feedback to call center team leaders and managers.
  
• Identify and recognize call center trends.
  
• Document issues/concerns.
  
• Creates and maintains standardized work flows and procedures. Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.
  
• Prepares and analyzes internal and external quality reports for management staff review
  

Qualifications

• Minimum of 1 year experience in Quality Assurance (QA) role
  
• Teamwork, flexibility, reliability, and mentoring skills are required
  
• Attention to detail and excellent follow up skills
  
• Pleasant, friendly, professional manner, excellent verbal and written communication skills, including excellent listening, speech
  
• Requires a positive attitude, ability to multi task, ability to work independently or as part of a team, and have a genuine interest in people and desire to help.
  
• Experience working in a fast paced environment and ability to multitask is required.