QA Analyst
VeliTech
SQL
National Service Center Quality Assurance and Training Specialist
Ethos Veterinary Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Conducts training programs that are aligned with hospital procedures, call handling protocols, and hospitality objectives.
- Completes quality assurance evaluations utilizing the QA scorecard that measures client service and performance consistently and objectively.
- Participates in training NSC new hires and agents.
- Demonstrates excellent agent performance throughout the training process.
- Evaluates call recordings and online client communications.
- Assists the QA Training Manager to ensure the Agent Help Center information is accurate and up to date.
- Assists NSC QA & Training Manager with performance improvement initiatives as requested by the NSC Managers.
- Conducts training that fosters consistent, quality client experiences.
- Communicates needs for new or updated training materials to the NSC QA Training Manager.
Requirements
- High School Diploma or equivalent, Associates or Bachelor’s degree preferred
- 5+ years in a customer service role
- Proficiency with MS Office applications
- Working knowledge of Ethos hospitals, policies, and services
- Must possess experience delivering training
- Excellent communication and listening skills
- Excellent customer service skills
- Possesses coaching and mentoring abilities
- Must be highly motivated and results driven
- Thrives as a team player in a fast-paced, high energy, change-oriented environment
- Must possess strong problem solving skills
- Must be detail-oriented
- Must possess the ability to handle multiple and changing priorities
Benefits
- Flexible hours, potentially including nights and weekends may be required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
training deliveryquality assurance evaluationscall handling protocolsclient service measurementperformance improvement initiativesMS Office proficiency
Soft skills
excellent communication skillsexcellent customer service skillscoaching abilitiesmentoring abilitieshighly motivatedresults driventeam playerproblem solving skillsdetail-orientedability to handle multiple priorities
Certifications
High School DiplomaAssociates degreeBachelor’s degree
