Lead – Quality Assurance
Everise
full-time
Posted on:
Location Type: Remote
Location: Remote • Alabama, Louisiana, Missouri, Montana, New York • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
- Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
- Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
- Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
- Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
- Provide guidance as needed to both new hires and less experienced staff
- Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
- Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
- Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
- Perform other duties and responsibilities that maybe assigned from time to time
Requirements
- 3-5 years QA experience in a call center environment
- High school diploma or equivalent required - some college preferred
- Proficiency in Microsoft Office applications, especially MS Word, Power Point and Excel
- Excellent oral and written communication skills
- Detail-oriented
- Analytical skills
- Exceptional motivational and interpersonal skills
- Able to work independently
Benefits
- Flexible Schedule
- Dependability regarding completion of assignments and attendance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
QA experienceTraining Needs Analysisperformance action plansquality trends analysis
Soft skills
oral communicationwritten communicationdetail-orientedanalytical skillsmotivational skillsinterpersonal skillsindependent work