Part-Time Remote Quality Specialist
Posted On: May 24, 2023
Location: Any Location, US - Remote, US
Company: Qualfon
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This Part-Time remote position will be located in the company's headquarters of Highland Park, MI, or remotely in the U.S. in the following states: AL, FL, GA, ID, KS, KY, LA, MI, MS, MO, MT, NM, NJ, NC, OK, PA, SC, TN, TX, UT, WV.
The Quality Specialist will be responsible for Quality Assurance (QA) Monitoring, assistance with continual improvement, and coaching support for agents.
Tasks and Responsibilities:
The Quality Analyst’s primary responsibilities are to conduct remote and/or side-by-side call monitoring, data entry, and feedback for Coaches or their agents, whichever is required.
- Follow Quality Assurance guidelines and procedures
- Perform Quality Assurance monitoring sessions
- Work with Call Groups towards compliance of all policies and procedures
- Work with Team Leaders, Coach’s, and Training department to promote quality and consistency throughout calls
- Work with the training department during initial development of training curriculum
- Compile and maintain accurate monitor records
- Work with Team to ensure client expectations and performance criteria are met
- Participate in call calibration sessions with Client
- Adherence to company guidelines and procedures
- Update and distribute Quality Assurance Standards
- All other tasks assigned
Required Qualifications:
- High School Diploma or G.E.D. equivalent
- Minimum of 6 months experience as a customer service agent
- 85% or better QA score, as well as meeting other performance standards
- Prior quality experience OR familiar with QA format definitions
- Excellent communication, spelling and grammar skills
- Demonstration of the following traits:
- Responsibility and accountability
- Courtesy and respect
- High morale
- Discipline
- Motivation
- Advanced product knowledge
- Ability to maintain confidential information regarding agent and coach performance and scores
- Demonstrated understanding of the Quality Assurance program
- While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus
Preferred Qualifications:
- Prior Experience with Quality Management Systems
- Demonstrated ability to work independently and as a part of a team when necessary
- Desire to pursue Quality philosophy, goals, and objectives
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