This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors.
Monitor and evaluate a variety of interactions–phone, chat, and email– within the contact center to ensure service meets all quality assurance standards.
Identify departmental training, performance, and process improvement opportunities
Develop and maintain thorough knowledge and understanding of the functional requirements of the call center, including the frequent and regular performance of front-line tasks
Meet the required daily/weekly quota of QA audits.
Responsible for completing Targeted Reviews as assigned.
Foster positive working relationships with internal and external partners to ensure consistent quality standards.
Performs other duties and special projects as assigned

Exceptional organization and time management skills
Ability to work productively with minimal supervision
Basic/Intermediate skill level using Excel/Google Sheets required with proficiency in all other Microsoft products
Analytical approach to problem-solving
Ability to break down complex concepts
Excellent written and verbal communication
Strong interpersonal skills, including the ability to influence others
Strong understanding of best practices for exceptional customer service
Minimum 2+ years of quality experience or similar preferred
Must be available to collaborate and communicate in regularly held in-person meetings
High School Diploma or GED equivalent required

Compensation: competitive salary and 401k plan
Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
Food & meals: in-office snacks and drinks, and Bagel Fridays
Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
Generous time off: 17 days paid time off, sick days, and 11 company holidays
Baby bonding time!: 12 weeks off for both birthing and non-birthing parents
fully paid so you can focus your energy on your newest addition

Senior Quality Assurance Specialist

Key skills