Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams
Identify areas for improvement
Evaluate customer interactions (including via phone, social media, email, and chat) and develop metrics for excellence to measure performance
Create and track accurate, timely quality-monitoring reports
Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls
Communicate detailed feedback and consistent follow up with all teams
Recommend policy and procedure changes based on quality monitoring observations
Update relevant departments regarding any changes required for all manuals, tools, and other written resources
Stay current with contemporary technology trends/concepts and best practices
Special projects assigned as necessary

Bachelor’s Degree or equivalent related QA experience
1-3 years QA experience (preferred)
Commitment to excellence and high standards
Excellent interpersonal communication skills and ability to interact within all levels or the organization
High attention to detail and accuracy
Strong organizational, problem-solving and analytical skills
Demonstrated ability in being an effective team player providing proactive solutions in a fast-paced environment
Commitment to ensuring integrity and ability to manage highly confidential information with professionalism and tact

Quality Assurance Specialist

Key skills