quality assurance specialist

You’ll evaluate and analyze customer interactions, then provide feedback and training to improve the customer experience and satisfaction scores. While evaluating customer contacts with your active listening and observation skills, you’ll pinpoint areas for improvement and ensure the team delivers accurate product information . From there, you’ll use your honest and empathetic manner to motivate individual team members through engaging training and offering best practice to help them succeed in quality customer experience in every contact.
You'll report to the Ops Manager. You’ll contribute to the success of the customer experience as well as the overall success of the team.

· Use your thorough knowledge and understanding of client specific contact handling processes and product knowledge requirements to prepare reports/feedback.
· Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
· Bring your excellent time management and organizational skills to manage multiple, complex, on‐going tasks.
· Provide feedback in an open and empathetic conversation with team members to train and cover topics related to customer handling processes.
· Contribute towards process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
· Contribute to QA calibration sessions to evaluate agent performance.
· Ensures communication is effectively delivered and appropriately addresses all quality concerns.
· Serve as an intermediary for escalations from agents and customers.
· Report support teams’ performance to supervisors and maintain monthly performance logs.
· Implement and ensure compliance with the company’s policies on customer service quality.
· Identify process improvement opportunities to update SOPs.
· Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
· Support onboarding processes and new hire’s training.
· Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.

· Maintain and improve product knowledge be of contact center performance and functional requirements.

What You Bring to the Role

· Associate degree, technical school or equivalent work experience.
· Engage and support in making sure the team has the proper tools to accomplish day-to-day tasks.
· Consistently mentor and inspire others.
· Significant customer service and contact center experience.
· Understanding, interpreting, and manipulating data for reporting

What You Can Expect

· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)