Job Description

A Quality Assurance Specialist is responsible for assessing the caliber of performance for all Call Center Technicians that provide customer service to our Members. The QA Specialist will monitor contacts to assess behaviors, technical ability, and compliance standards as assigned. QA Specialists will make recommendations for enhancing the customer experience through coaching, feedback, training, and networking.  

Responsibilities 

• Monitor, evaluate, and Provide feedback to supervisors and agents for quality, accuracy, and adherence to NRTC standards 

• Use quality monitoring data system to track performance and reporting  

• Assist in the development and updating of quality assurance policies and procedures

• Identify trends, gaps, and opportunities for improvement and provide information/data to internal support groups 

• Participate in calibration sessions to ensure consistent evaluation standards root cause analyst, and process improvement 

• Provide reports on quality metrics, including agent performance scores and customer satisfaction indicators

• Recommend and help implement process improvements to optimize customer experience

• Excellent listening, analytical, and communication skills

• Conducting engaging training sessions: Delivering classroom or virtual training sessions to individuals or groups of employees, covering topics relevant to their role in quality

• Assist in call queue when business need requires 

• Perform other duties as assigned  

Qualifications 

Knowledge, Skills, and Abilities  

• Ability to effectively communicate, network and present information in group and individual settings  

• Self-motivator and self-starter, while also inspiring others to excellence and promoting a wow culture 

• Optimal listening and analytical skills 

• Strong time management and organizational skills 

• Ability to multitask in a face paced and ever changing environment  

• Advanced customer relations skills 

• Model optimal performance for others 

• Successfully set and adjust priorities when applicable  

• Focus on excellent quality and customer service 

• Must be proficient in Microsoft Office and knowledgeable in Google Apps 

• Efficient typing skills (45 WPM) preferred Ability to be flexible in work schedule to meet business needs   

Minimum Education and Experience 

• Bachelor's degree, training, and a strong customer service background preferred 
• 3 years call center experience preferred 
• Strong customer service background preferred  

Physical Demands 

• Work is typically performed in a remote office setting  

Disclaimer: The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position.  It is not intended to be an exhaustive list of required responsibilities, duties and skills.  The order in which responsibilities, duties and skills are listed is not significant.  

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