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Part-Time Remote Quality Specialist

Company

Qualfon
Address , Remote
Employment type PART_TIME
Salary
Expires 2023-07-23
Posted at 11 months ago
Job Description

Part-Time Remote Quality Specialist


Posted On: May 24, 2023

Location: Any Location, US - Remote, US

Company: Qualfon

This Part-Time remote position will be located in the company's headquarters of Highland Park, MI, or remotely in the U.S. in the following states: AL, FL, GA, ID, KS, KY, LA, MI, MS, MO, MT, NM, NJ, NC, OK, PA, SC, TN, TX, UT, WV.


The Quality Specialist will be responsible for Quality Assurance (QA) Monitoring, assistance with continual improvement, and coaching support for agents.

Tasks and Responsibilities:


The Quality Analyst’s primary responsibilities are to conduct remote and/or side-by-side call monitoring, data entry, and feedback for Coaches or their agents, whichever is required.


  • Follow Quality Assurance guidelines and procedures
  • Perform Quality Assurance monitoring sessions
  • Work with Call Groups towards compliance of all policies and procedures
  • Work with Team Leaders, Coach’s, and Training department to promote quality and consistency throughout calls
  • Work with the training department during initial development of training curriculum
  • Compile and maintain accurate monitor records
  • Work with Team to ensure client expectations and performance criteria are met
  • Participate in call calibration sessions with Client
  • Adherence to company guidelines and procedures
  • Update and distribute Quality Assurance Standards
  • All other tasks assigned

Required Qualifications:

  • High School Diploma or G.E.D. equivalent
  • Minimum of 6 months experience as a customer service agent
  • 85% or better QA score, as well as meeting other performance standards
  • Prior quality experience OR familiar with QA format definitions
  • Excellent communication, spelling and grammar skills
  • Courtesy and respect
  • Ability to maintain confidential information regarding agent and coach performance and scores
  • Demonstration of the following traits:
    • Responsibility and accountability
    • Courtesy and respect
    • High morale
    • Discipline
    • Motivation
    • Advanced product knowledge
    • Ability to maintain confidential information regarding agent and coach performance and scores
  • Motivation
  • Responsibility and accountability
  • Discipline
  • High morale
  • Advanced product knowledge
  • Demonstrated understanding of the Quality Assurance program
  • While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus

Preferred Qualifications:
  • Prior Experience with Quality Management Systems
  • Demonstrated ability to work independently and as a part of a team when necessary
  • Desire to pursue Quality philosophy, goals, and objectives