Senior Quality Assurance Specialist

Das ist der Job

Identify departmental training, performance, and process improvement opportunities.

Darum lohnt es sich

Overview Responsibilities and requirements for the quality assurance role in the contact center, focusing on QA reviews, calibration, and process improvement to ensure service excellence across phone, chat, and email channels.

Responsibilities This position is responsible for conducting quality assurance reviews for contact center agents, facilitating call calibration sessions, and resolving complex QA-related inquiries from leads and supervisors.

Monitor and evaluate a variety of interactions – phone, chat, and email – within the contact center to ensure service meets all quality assurance standards. Develop and maintain thorough knowledge of the functional requirements of the call center, including frequent and regular performance of front-line tasks.

Meet the required daily/weekly quota of QA audits. Responsible for completing Targeted Reviews as assigned. Foster positive working relationships with internal and external partners to ensure consistent quality standards. Performs other duties and special projects as assigned.

Requirements Exceptional organization and time management skills Ability to work productively with minimal supervision Basic/Intermediate skill level using Excel/Google Sheets; proficiency in all other Microsoft products Analytical approach to problem-solving Ability to break down complex concepts Excellent written and verbal communication Strong interpersonal skills, including the ability to influence others Strong understanding of best practices for exceptional customer service Minimum 2+ years of quality experience or similar preferred Must be available to collaborate and participate in regularly held in-person meetings High School Diploma or GED equivalent required ATS Optimization Keywords For visibility, keywords and phrases directly from the job posting are listed below.

Hard Skills Quality assurance Call calibration Performance improvement QA audits Excel Google Sheets Microsoft products Analytical problem-solving Customer service best practices Front-line tasks Soft Skills Organization Time management Minimal supervision Communication Interpersonal skills Influence Collaboration Complex concept breakdown Relationship building Productivity Certifications & Qualifications High School Diploma GED equivalent #J-18808-Ljbffr