Quality Assurance Specialist
3 weeks ago
Job Title: Quality Assurance Specialist
About the Role: We are seeking a Quality Assurance Specialist to join our team at HBS - Hiringlabs Business Solutions. As a Quality Assurance Specialist, you will play a key role in ensuring the highest level of quality in our call center operations.
Key Responsibilities:
- Participate in the design of call monitoring formats and quality standards.
- Perform call monitoring and provide trend data to the site management team.
- Use quality monitoring data management systems to compile and track performance at team and individual levels.
- Monitor email customer contacts.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Provide actionable data to internal support groups as needed.
- Coordinate and facilitate call calibration sessions for call center staff.
- Provide feedback to call center team leaders and managers.
- Prepare and analyze internal and external quality reports for management staff review.
- Suggest training needs and developments.
Requirements:
- At least 2 years of call monitoring experience, preferably from Sales / Voice-based environments.
- Excellent oral, written, and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge / expertise with PC (Word and Excel).
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service.
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