Call Center Quality Assurance Specialist Job Description Template

Purpose of the Job

The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates against pre-determined standards of performance. By highlighting what was done well, as well as opportunities for improvement, the QA Specialist will support frontline management in continuously improving agent performance and the overall customer experience.

Core Duties/Responsibilities

• The QA Specialist monitors inbound and outbound calls, email, chat, and social media responses against the Company’s standards of performance. This may include assessing Associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines.

• Uses quality monitoring system to compile and track performance. Provides actionable data and feedback to call center coaches and managers as well as to various internal support groups, as requested.

• Participates in call calibration sessions on an ongoing basis.

• Makes recommendations for enhancements to training, processes, or other areas to improve performance, remove customer effort, and enhance the overall employees’ and customers’ experience.

Personal Attributes

• Superior attention to detail and above-average listening skills

• Excellent verbal, written, and interpersonal communication skills

• Strong analytical skills

• A solid understanding of superior customer service along with a dedication to providing exceptional customer care

• Comprehensive understanding of coaching and performance development

• Thorough knowledge of key customer experience attributes and how individual frontline employee behaviors translate into Net Promoter Score / Customer Experience improvements.

• Ability to multi-task and successfully operate in a fast-paced, team environment

• Ability to professionally interact with people at all levels inside and outside of the Company

• Must adapt well to change and successfully set and adjust priorities as needed

• 40+ wpm typing

• Comfortable working with technology (e.g. internet, Office 365, etc.)

• Bilingual a plus

• 3-5 years of related industry experience, preferably executive-level coaching, adult education/training, customer experience, and/or call center management experience

• 5+ years of business experience

Other Considerations

• Workplace – Some programs require QA Specialists to work in a shared office environment; others are virtual.

• Virtual – Virtual programs require QA Specialists to have a suitable, secure workspace and provide their own internet service.

• Targets – Requirement to meet all committed targets within a specific timeline.

• Independent – Ability to work in an independent work environment with little/no direct management oversight. Must be self-motivated and a self-starter.

Sharon Oatway is the President & Chief Experience Officer of VereQuest. VereQuest’s goal is to help organizations keep the promises they make to customers and employees alike. Our third-party, quality monitoring service pairs VereQuest’s highly-skilled Customer Insight Specialists with our proprietary quality monitoring technology VQ Online™ to capture the level of detail you need to understand the experiences customers have when interacting with your call center agents — across all of your channels (calls, email, chat, video, etc.). The result is specific, actionable coaching insight that lifts and sustains performance. The VereQuest Check-Up™ e-learning program is customizable e-learning for service, sales, and chat/email agents and the Coaches who support them. SCORM-compliant modules enable you to host your learning on your own LMS (or ours). Importantly, you pay no individual learner fees. Get in touch with us today for a no-obligation demonstration and test-run of our high-quality quality monitoring and e-learning at [email protected]