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Title: Quality Assurance (QA)SpecialistLocation: 6801 Industrial Rd, Springfield VA 22151(hybrid)Tasks and Responsibilities• Monitors internal and external calls to ensure quality assurance guidelines are followed• Monitors email correspondence responses• Performs Quality Assurance Management reporting and analysis at the individual, team, and Call Center level• Develops, organizes, and presents detailed performance reports for both internal and external use• Assists other areas with locating and reviewing call recordings for specific issues or concerns• Develops or oversees the production of handouts, aids, and manuals• Assists with reviewing reports and call recordings for our Customer Satisfaction Surveys to ensure advocates are following proper guidelines in an effort to make certain we deliver a premier customer experience• Identifies ongoing training gaps by working closely with the Training Specialist and other stakeholders by reviewing quality audits/evaluations• Collaborates and communicates with enterprise partners on continuous best practices, internal and external quality assurance, and training needs.• Tracks, maintains, analyzes, and provides current information on the operation's business scorecard or key performance indicators (KPIs).• Other duties as assignedQualifications, Skills and Abilities• Bachelor's Degree Business Administration, Education, a related field preferred• 3+ Years of quality assurance experience and/or call center experience • APTD, CPTD, CPLP or similar certification is preferred.• Knowledge of principles, practices, methods, and theories of monitoring and evaluating Call Center employees• General knowledge of the practices, procedures, and principles of performance analysis (trending, root cause, and gap analysis)• Excellent verbal, written and interpersonal communication skills• Exceptional listening and analytical skills• Ability to work in a fast-paced, agile environment• Must be proficient in Microsoft Office• Knowledge of SAP a plus Asher Williams 2o1.497.1o1oX:1o5 asher (at) pullskill.com
- ID: #48559083
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State: Virginia
Springfield
22151
Springfield
USA
- City: Springfield
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2023-01-14
- Deadline: 2023-03-14
- Category: Et cetera