QA Manager
MarketSource Inc.
Personal Injury Quality Assurance Analyst
Keller Postman LLC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $25 - $27 per hour
Job Level
JuniorMid-Level
About the role
- Implement and execute a complete Personal Injury Quality Assurance program.
- Foster a culture of exceptional service delivery among employees.
- Participate in formulating and establishing policies for Personal Injury Case Management teams.
- Help answer client phone calls, emails, and SMS during high backlog periods.
- Design call monitoring procedures and quality standards.
- Monitor inbound and outbound communications to assess customer service skills.
- Review calls and audit for accuracy against protocols.
- Analyze trends in client withdrawals and suggest improvements.
- Compile and track performance data utilizing data management systems.
- Identify training needs and collaborate with the training team.
Requirements
- 2-3 years of call center experience
- Education equivalent to high school diploma or GED.
- Excellent verbal, written, and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Knowledge of quality assurance terminology, methods, and tools.
- Analytical, problem-solving, and decision-making skills.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to multi-task and to work independently or as part of a team.
- Detail oriented and intellectual curiosity.
- Intermediate or higher Microsoft Office skills.
- Must be able to read, write, and speak fluent English.
- Spanish bilingual is preferred but not required.
Benefits
- year-end discretionary bonus
- benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancedata managementcall monitoringperformance trackinganalytical skillsproblem-solvingdecision-makingtime managementbilingual (Spanish)
Soft skills
verbal communicationwritten communicationinterpersonal skillslistening skillsanalytical skillsdetail orientedintellectual curiositymulti-taskingteamworkindependence
