Customer Quality Assurance Specialist

Customer Quality Assurance Specialist - (Remote Opportunity)The Customer Service Quality Assurance Specialist is responsible for supporting the operation by conducting quality assurance audits, analyzing results, providing feedback, and ensuring quality consistency. Additional responsibilities include recommending process improvements in order to maintain quality in regards to contractual and internal requirements.Key ResponsibilitiesConduct daily, weekly, and monthly quality assurance audits of work as assigned by LeadershipPrioritize workloads to ensure timeliness and quality standards are metMonitor and report workloads on a daily, weekly, and monthly basisConduct necessary research and coordination as necessary for all quality assurance audit activitiesValidate analysis and outreach activities in accordance to current policies and directivesAnalyze work based on current policies, directives, and investigation through available resources and further researchThoroughly understand the requirements on all work activities and processes being reviewedProvide feedback and guidance to staff concerning quality assurance audit results in a manner that is not biased or defensiveIdentify and analyze quality assurance trends and refer any realized issues to the Leadership Team or Training Department for follow-through as neededSuggest process improvements based on quality assurance audit findingsSupport and accept responsibility for special projects and assignmentsRequired QualificationsEducation: Bachelor’s degree with zero years of experience, or substitute 2 years of equivalent work experiences for degreeDemonstrated literacy in Microsoft Office Suite (Outlook, Word, Power Point, Excel)Strong people management skillsExcellent organizational, interpersonal, written, and verbal communication skillsAbility to perform comfortably in a fast-paced, deadline-oriented work environmentAbility to successfully execute many complex tasks simultaneouslyAbility to work as a team memberAbility to work independentlyAbility to research, evaluate, analyze, resolve, and present solutions to problemsAttention to detailProactive in identifying and addressing issuesAbility to obtain ITIL V4 Foundation Certification within 6 months of placement.Candidates that do not meet the required qualifications will not be considered.Preferred QualificationsExperience with contact center and data researchAbility to read and interpret process and workflow diagrams and work instructionsAbility to manage changing priorities within a highly dynamic environmentAbility to work well under deadlinesStrong organization skills, ability to handle multiple tasks or projectsThank you for understanding and your help.Rate : $20-24/Hr. #cjpost