Quality Assurance Specialist

3 weeks ago

Washington, United States UPSLOPE ADVISORS, INC Full time
Job DescriptionJob DescriptionSalary:

UpSlope Advisors is looking for a rockstar Quality Assurance Specialist Bilingual to join our team  This person will monitor and evaluate inbound calls, chat interactions and other responses provided by contact center agents to assess associates technical accuracy, customer service performance, demeanor and conformity to the organization policies and procedures. These individuals will assist in developing, creating and implementing call center quality processes and procedures as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.


Responsibilities include:

  • Participating in design of call, chat monitoring forms and quality standards.
  • Performing call, and chat monitoring and providing trend data.
  • Using quality monitoring data management systems to compile and track performance at team and individual levels.
  • Identifying key performance issues at the individual and team level.
  • Monitoring customer care responses.
  • Participating in listening programs to identify customer needs and expectations.
  • Providing actionable data to the management team as needed.
  • Assisting with the coordination and facilitation of quality calibration sessions for call center staff.
  • Providing feedback to the QA lead, contact center team leaders, and QA managers.
  • Preparing and analyzing internal and external quality reports for management staff review.


Qualifications

  •  Experience with contact center quality assurance processes, forms, techniques, and scoring methodologies.
  • Ability to analyze data and develop recommendations based on that analysis.
  • Experience analyzing data, creating data visualizations, and preparing slides and written reports to share findings.
  • Strong analytical and research skills - ability to parse nuanced details and information to assess accuracy.
  • Bilingual/bicultural in English and Spanish, fluent with native-quality of proficiency in both languages.
  • Strong reading and oral comprehension, writing, and editing skills in English and Spanish.


Security Requirement

  • None required 


About Us
UpSlope Advisors is an 8(a), professional engineering services company that provides expert mission-first technical and programmatic support for US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. As a ‘Mission First / People First’ company, we believe that success starts with the people. Our employees are the heart of our client(s) mission and enabling success for both our clients and employees requires opportunity for personal and professional growth. At UpSlope, we take pride in our ability to offer a competitive benefits package and a balanced work environment that allows our employees to thrive. 


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