EO, Quality Assurance Specialist

Job Description:

Summary:
The Quality Assurance Specialist (QA Specialist) is responsible for supporting quality assurance and analytics efforts within the call center.

Education or Prior Experience:
• GED or High School Diploma
• Proven experience analyzing, interpreting, and summarizing complex data as it relates to contact center technologies required
• 1-2 years of experience with call center Quality Assurance systems and/or processes are preferred. 3+ years as a call center agent can substitute if no QA experience.

Duties and Responsibilities:
• Creating, updating, analyzing, and distributing reports as needed.
• Performs call monitoring and provides trend and performance data to the management team.
• Reviews data from the quality management system to track performance at team and individual level to provide actionable data to the management team.
• Uses customer service expertise to assess existing practices for improvement opportunities.
• Coordinates and facilitates call calibration sessions for the management. Includes selecting calls for review and taking meeting minutes.
• Serves as backup for QA Account Auditor
• Other duties as assigned

Required Knowledge, Skills, and Abilities:
• Familiar with basic call center workflow and processes.
• Experienced with VoizTrails or similar evaluation software preferred.
• Familiar with QA processes and practices.
• Focused on quality and customer service.
• Comprehensive understanding of quality assurance metrics
• Working knowledge of Windows-based systems and Microsoft Office products
• Understanding of legal rules and regulations pertaining to HIPPA

Skills:
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Coordination — Adjusting actions in relation to others' actions.
• Time Management — Managing one's own time and the time of others.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities:
• Ability to prepare and present timely and accurate reports and recommendations to the team and senior management.
• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
• Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.

Desired Qualities:
The QA Specialist should possess the following desired qualities in order to succeed in this position.

• Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
• Initiative — Job requires a willingness to take on responsibilities and challenges.
• Integrity — Job requires being honest and ethical.
• Discretion – Job requires the handling of sensitive information and keeping this information confidential. This job also requires discernment of knowing when information should be kept confidential, even when it is not explicitly stated to be so.
• Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
• Innovation – Job requires creativity and alterative thinking to develop new ideas for and answers to work-related problems.
• Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
• Persistence — Job requires persistence in the face of obstacles.
• Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Analytical Thinking — Excellent analytical, communication, and technical document interpretation skills

Working Conditions:
This position is virtual and requires a home office. The employee will need the following physical abilities:

• Performing work at a work station for 8 hours
• Interacting with a desktop computer or laptop
• Ability to enter data into systems using a keyboard
• Ability to work at a pace that allows the employee to meet the standard goals as set forth by management