Quality Assurance Representative

Description

General Description:

Responsible for continuously monitoring and evaluating performance quality of the agents towards attaining client goals and objectives to ensure quality, performance and production according to company and client guidelines.

Essential Duties and Responsibilities:

• Monitor, evaluate and document calls to ensure company and client expectations are being met in adherence to State and Federal laws and regulations.
• Support operations staff while ensuring departmental expectations are being met.
• Complete clerical and administrative duties to support QA function.
• Conduct client listening sessions and document results.
• Present quality overview in new hire and up/cross training classes.
• Assist and train new management to monitor and complete necessary documentation.
• Participate in internal program calibrations.
• Complete required phone time and meet specified expectations of quality, performance and efficiencies.
• Provide value added feedback to enhance/improve quality and/or performance on new and existing programs.

Schedule

• 11am-7:30pm
• 11:30am-8pm

Program

• Verizon

Requirements

Qualification requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

High school education or GED preferred. Minimum six months production experience in a call center environment or equivalent work experience required. Must perform acceptably on job related assessments. Knowledge of a suite of office software. Minimum three months coaching or training experience preferred.