QA Engineer, Marketing Enablement – Technology
Instacart
Cloud
Quality Assurance Specialist I
CCS
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $24 per hour
Job Level
Junior
About the role
- Quality review of recorded calls based on assignments
- Participate in interrater reliability sessions
- Maintain audit protocols (internal policies; audit tools, scorecards, dashboards, etc.)
- Produce reports reflecting individual and overall results
- Analyze trend data from reports
- Influence and support identified training needs
- Support remediation activity
- Side-by-side monitoring when appropriate (such as new hire training)
- Schedule and conduct individual coaching sessions
- Maintain compliance with client expectations and support client requests (calibrations, call review, etc.)
- Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
- Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
- Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.
Requirements
- Minimum 1 year of customer service experience
- Excellent customer service skills
- Strong written and verbal communication
- Experience in a Quality Assurance environment in a call center or the service industry preferred
- Self-motivation and independence
- Ability to read and write clear and understandable instructions
- Good problem solving & decision-making skills
- Ability to handle multiple tasks at a time
- Ability to use PC and have knowledge of Word, Excel and Outlook
- Effective and efficient working in a team environment.
Benefits
- ComplexCare Solutions Offers a Competitive Salary and Benefits Package
- In addition to the base compensation, this position may be eligible for performance-based incentives.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality reviewdata analysisreport productioncoachingauditingtrend analysisremediation supportcall monitoringcustomer service experiencequality assurance
Soft skills
customer service skillswritten communicationverbal communicationself-motivationindependenceproblem solvingdecision-makingmultitaskingteamworkinstruction clarity
Certifications
HIPAA compliance
