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Quality Assurance
4 weeks ago
Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today Position Purpose:The Assistant - Quality Assurance Representative is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The Assistant achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.Job Requirements:• Monitor/audit each assigned associate in accordance with Everise and client requirements• Provide personal and proactive feedback to associates both in one on one and group settings• Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards• Work with supervisors and management to ensure that all associates are meeting quality standards• Provide training as needed to both new hires and experienced associates• Attend and contribute to both internal and client monitoring sessions• Carry out reward and recognition programs as outlined by Everise and the client• Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s)• Track trends and make recommendations for refresher and/or up- training to the trainer(s)• Any other duties and responsibilities assigned by management of the company• Abide by and perform to the best of your abilities all functions, duties and responsibilities to be assigned by the Company in due course• Comply with the orders and instructions given from time to time by the Company through its authorized representatives• Perform any other administrative or non-administrative duties as assigned by any representative of the Company from time to time either through direct written order or by oral assignment If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
