Valon

Senior Quality Assurance Specialist

Valon

full-time

Posted on:

Location Type: Remote

Location: Arizona • United States

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Salary

💰 $23 - $27 per hour

Job Level

Senior

About the role

  • This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors.
  • Monitor and evaluate a variety of interactions–phone, chat, and email– within the contact center to ensure service meets all quality assurance standards.
  • Identify departmental training, performance, and process improvement opportunities
  • Develop and maintain thorough knowledge and understanding of the functional requirements of the call center, including the frequent and regular performance of front-line tasks
  • Meet the required daily/weekly quota of QA audits.
  • Responsible for completing Targeted Reviews as assigned.
  • Foster positive working relationships with internal and external partners to ensure consistent quality standards.
  • Performs other duties and special projects as assigned

Requirements

  • Exceptional organization and time management skills
  • Ability to work productively with minimal supervision
  • Basic/Intermediate skill level using Excel/Google Sheets required with proficiency in all other Microsoft products
  • Analytical approach to problem-solving
  • Ability to break down complex concepts
  • Excellent written and verbal communication
  • Strong interpersonal skills, including the ability to influence others
  • Strong understanding of best practices for exceptional customer service
  • Minimum 2+ years of quality experience or similar preferred
  • Must be available to collaborate and communicate in regularly held in-person meetings
  • High School Diploma or GED equivalent required
Benefits
  • Compensation: competitive salary and 401k plan
  • Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
  • Food & meals: in-office snacks and drinks, and Bagel Fridays
  • Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
  • Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
  • Generous time off: 17 days paid time off, sick days, and 11 company holidays
  • Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancecall calibrationperformance improvementQA auditsdata analysis
Soft Skills
organizationtime managementproblem-solvingcommunicationinterpersonal skills
Certifications
High School DiplomaGED