Quality Assurance Specialist
23 hours ago
We are seeking a skilled Quality Assurance Specialist to perform quality audits and assessments.
- Evaluate the performance of our associates who interact with customers, and monitor inbound and outbound calls and emails to assess their demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.
- Conduct regular quality audits and assessments to identify areas for improvement.
- Provide feedback and coaching to associates to enhance their performance and ensure compliance with company policies and procedures.
- Prepare and analyze internal and external quality reports to support management decision-making.
- Coordinate with clients on process-related issues and updates.
- Develop and implement action plans to address quality gaps and improve overall performance.
- 1+ year of experience in a related field, preferably in collections or quality assurance.
- Excellent communication, interpersonal, and analytical skills.
- Ability to multitask, prioritize tasks, and work effectively in a fast-paced team environment.
- Flexibility, adaptability, and a strong sense of urgency.
- Strong written and verbal communication skills, with excellent listening and presentation skills.
- Bachelor's degree in a relevant field.
- Relevant certification or training in quality assurance or a related field.
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