Call Center Quality Assurance Specialist
Responsibilities:
● Responsible for monitoring and evaluating staff members on the quality and
process of work performed as measured against standards.
● Assist with the development, analysis and distribution of recaps, findings and
summaries.
● Assist with training new agents and re-training on policies and procedures.
● Remain proficient and up-to-date on policies and procedures for all operations.
● If needed, assist in developing new procedures, and update existing procedures
when changes occur.
● Conduct agent monitoring activities, while providing live in the moment coaching
for quality assurance purposes.
● Monitor and report on agent activity, schedule adherence, and productivity while
reporting daily, weekly and monthly findings.
● Research, analyze, identify, and evaluate data from assigned tasks to evaluate
existing and potential trends and issues while recapping for leadership.
● Perform other duties as may be assigned by leadership.
Job Type: Full-time
Experience:
- Call center: 1 year (Required)
- Customer service: 1 year (Required)
- Quality assurance: 1 year (Required)
Ability to Commute:
- Houston, TX 77040 (Preferred)
Ability to Relocate:
- Houston, TX 77040: Relocate before starting work (Preferred)
Work Location: In person