Quality Assurance Specialist Jobs

Job Title: Quality Assurance Specialist

Scope of Position: Our client is seeking Quality Assurance Specialists for a contract opportunity working for a global technology services leader within the legal industry! This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions and resolving any complex quality assurance related inquiries from leads and supervisors.

Location: Dublin, OH

Compensation/Benefits:

• Hours: Must be available for an 8 hour shift between 10am-9pm
• Salary: $18.00 hourly (40 hour work week)

Responsibilities:

• Monitor inbound and outbound telephone calls within the contact center to ensure service meets all quality assurance standards.
• Document customer service quality issues according to company procedures Maintain objectivity across scoring Ensure CSRs use outlined greetings, scripts, after call procedures and follow quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.
• Performs call monitoring and provides trend data to site management team.
• Meet required daily/weekly quota of QA questionnaires Participate in call calibration sessions to continuously align on rating methodology.
• Provide QA scores and feedback to leads for it to be delivered to CSRs Resolve any complex quality assurance disputes arising from completed QA questionnaires.

Education/Experience:

• Ability to multitask and successfully operate in a fast paced, team environment
• Professional demeanor with the ability to maintain confidential information
• Should be flexible to work in rotational shifts
• Exemplary written and verbal communication skills
• 2+ years of experience in handling Inbound/Outbound voice calls
• 6 months of experience as a QA monitoring
• Knowledge of QA terms, tools and methodologies Strong analytical skills and attention to detail
• Call Transactions would be a plus however not mandatory
• Outstanding customer service skills and dedication to providing exceptional customer care