Call Center Quality Assurance Specialist

This is an exciting new role with an young and rapidly growing company in the field of technology.

The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

• Participates in customer and client listening programs to identify customer needs and expectations.
• Monitor the effectiveness and quality of incoming calls and emails.
• Determine weaknesses in performance and establish solutions to improve.
• Ensure compliance with company’s quality systems.
• Identify process improvement opportunities.
• Generate and maintain feedback and coaching documentation./Provides feedback to call center team leaders and managers.
• Offer daily feedback via verbal & written communication.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.
• Ability to work and complete projects without supervision, self motivated.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.