The Call Center Quality Assurance Specialist will work with call center management to ensure that all telephone agents offer outstanding customer service consistently in all customer interactions through monitoring and coaching. It is required that the Quality Assurance Specialist manages, plans, coordinates, and directs quality assurance activities designed to promote continuous service. Design and implement policies and procedures to ensure that quality standards are met.
Develops, implements, and maintains quality assurance activities. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Assess performance; make recommendations affecting the performance status of others. Compile reports defining the overall performance and customer satisfaction levels. Manages the operation of the organization's total quality management program. Identifies the interface of key activities within and between the functions of the organization. Maintain proficiency in service level requirements for all appropriate accounts. Facilitate calibration sessions to ensure expectations are being met and calibration is in alignment. Participate in the development and/or delivery of recurring training for all appropriate accounts. Adhere to and support Quality Assurance Policies and Procedures.
College degree preferred or equivalent work experience required Thorough understanding of Call Center operations Knowledgeable in Health and Life Insurance a plus Strong computer knowledge and excellent typing skills (30 WPM)
Experience / Skill:
Technical competence (understand software, hardware, networks, etc)
Ability to work independently
Motivated, goal oriented, persistent and a skilled negotiator
High level of initiative and works well in a team environment
Excellent organizational and time management skills Strong oral, written, influential communication and presentation skills
Must be able to interact effectively with all internal departments and representatives