Job Description
Support Services Group is looking for a highly energetic and collaborative Quality Assurance Specialist. The Quality Assurance Specialist will monitor calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.
Responsibilities will include:
+ Participates in customer and client listening programs to identify customer needs and expectations.
+ Monitor the effectiveness and quality of incoming calls and emails.
+ Determine weaknesses in performance and establish solutions to improve.
+ Ensure compliance with company's quality systems.
+ Identify process improvement opportunities.
+ Generate and maintain feedback and coaching documentation.
+ Provides feedback to call center team leaders and managers.
+ ...
Responsibilities will include:
+ Participates in customer and client listening programs to identify customer needs and expectations.
+ Monitor the effectiveness and quality of incoming calls and emails.
+ Determine weaknesses in performance and establish solutions to improve.
+ Ensure compliance with company's quality systems.
+ Identify process improvement opportunities.
+ Generate and maintain feedback and coaching documentation.
+ Provides feedback to call center team leaders and managers.
+ ...