Quality Assurance Specialist
2 weeks ago
We are seeking a highly skilled Quality Assurance Specialist to join our organization.
This role requires maintaining expert-level knowledge of assigned products and services, completing all required training and certifications.
You will monitor customer issue trends, volume spikes, and case inventory, leading daily team meetings and communicating operational updates.
Effective coaching and feedback sessions, as well as managing follow-up actions, are essential components of this position.
You will ensure timely completion of compliance training and phishing exercises for yourself and your team, reviewing and analyzing business reports, and sharing performance metrics weekly.
This role serves as an escalation point for customer cases, responsible for resolution and documentation, overseeing staff scheduling, and maintaining low attrition rates.
Key responsibilities also include validating access permissions, ensuring compliance with security protocols, displaying professionalism, responding promptly to production issues, and promoting positive behaviors.
To be successful in this role, you should possess strong analytical and strategic thinking skills, proficiency in Microsoft Office, attention to detail, organizational skills, professional demeanor, and the ability to collaborate effectively with internal teams.
In addition, a key requirement is the ability to work independently and as part of a team, with excellent communication and problem-solving skills.
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