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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancecall calibrationperformance improvementQA auditsExcelGoogle SheetsMicrosoft productsanalytical problem-solvingcustomer service best practicesfront-line tasks
Soft Skills
organizationtime managementminimal supervisioncommunicationinterpersonal skillsinfluencecollaborationcomplex concept breakdownrelationship buildingproductivity
Certifications
High School DiplomaGED equivalent