Quality Specialist

4 weeks ago


Duluth, United States firstPRO 360 Full time $22 - $24
Job DescriptionJob Description

firstPRO 360 is seeking a Quality Specialist for our client in Duluth. In this role, you will work in a call center environment, monitoring calls for improved customer service. We are looking for someone with at least 2 years of experience in documenting and providing actionable feedback to customer calls both live and recorded.

Job Duties:

  • Analyzes live and pre-recorded contacts with a “voice/ear/eyes of the client” mindset to objectively evaluate adherence to company standards related to tone and content of interactions.
  • Records observations and feedback using approved company quality tools and systems.
  • Immediately escalates observed interactions that represent a serious deviation from established standards.
  • Provides valuable insights, trends and assessment results to leadership using established reporting tools.
  • Collaborates with leadership on action plans and coaching strategies.

Qualifications:

  • EDUCATION: HS or equivalent combination of education and experience.
  • EXPERIENCE: 2+ years prior experience in a QA role in a contact center setting.
  • COMMUNICATION: Communicates effectively and professionally with associates, team members, leadership and clients.
  • PROBLEM SOLVING: Excellent problem-solving skills; ability to develop creative solutions to complex situations.
Company DescriptionfirstPRO 360 is a professional recruitment firm that has been providing talented professionals with opportunities since 1986. We invest in building relationships with people and businesses to benefit the communities that we live and work in.

Our success is built on a foundation of absolute integrity and the highest dedication to providing value both within and beyond our organization.Company DescriptionfirstPRO 360 is a professional recruitment firm that has been providing talented professionals with opportunities since 1986. We invest in building relationships with people and businesses to benefit the communities that we live and work in. \r
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Our success is built on a foundation of absolute integrity and the highest dedication to providing value both within and beyond our organization.

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