Quality Assurance Representative Jobs

In this role you will deliver feedback through auditing various agent-to-customer communications that include but are not limited to phone calls and text conversations to ensure that company quality expectations are being met. You will also regularly engage in team meetings to identify and relay trends, struggles and successes to management to continually improve the overall quality of business provided by our team to our customers.

Why work for WorkWave? WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas. We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.

WHAT YOU'LL DO:

• Have a thorough knowledge of QA walkthroughs and different types of customers that Slingshot services
• Responsible for assessing the call and chat quality for 300+ agents
• Attend team meetings and calibration sessions as scheduled
• Maintain department metrics of accuracy and productivity
• Become an expert in QA performance metrics

WHAT YOU'LL BRING:

• Minimum of 6 months of high performance in a Call Center environment
• Ability to work at least 30 hours per week
• Strong attention to detail
• Ability to be proactive, self-motivated, and self-directed
• A willingness to "roll up your sleeves" within a small team, wear multiple hats, and approach projects with a sense of urgency

WHAT YOU SHOULD KNOW ABOUT US:

• We openly accept others as they are and build strong partnerships based on trust
• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!
• We are laid back but buttoned up. We offer a casual work environment, remote work flexibility, and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers

A GLOBAL COMPANY WITH A LOCAL PRESENCE:

• We have employees in over thirty states, seven countries and many regional offices - each with their own set of perks and opportunities to give back to the local community
• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired
• Whether you work remotely or take advantage of one of our offices, you will find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities, and each other

RELAX, WE'VE GOT YOU COVERED:

• Employees can expect a robust benefits package, including health and dental, generous paid time off and 401k with company match

AND BEYOND...

• Quarterly awards based on peer nominations
• Opportunities to participate in charitable events and give back to the community
• Tuition reimbursement
• 24/7 access to virtual medical care with Teladoc
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• Regional discounts and perks
• Floating time off for holidays and/or your birthday

GROW WITH US:

• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth

JOIN OUR WINNING TEAM!

• WorkWave has been recognized with multiple awards for its outstanding products, growth, and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• 9 Time winner of Best Place to Work in New Jersey by NJBiz!

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability statu