Call Center Quality Assurance Specialist
2 weeks ago
**Call Center Quality Assurance Specialist**
- **Responsibilities**:_
- Responsible for monitoring and evaluating staff members on the quality and
process of work performed as measured against standards.
- Assist with the development, analysis and distribution of recaps, findings and
summaries.
- Assist with training new agents and re-training on policies and procedures.
- Remain proficient and up-to-date on policies and procedures for all operations.
- If needed, assist in developing new procedures, and update existing procedures
when changes occur.
- Conduct agent monitoring activities, while providing live in the moment coaching
for quality assurance purposes.
- Monitor and report on agent activity, schedule adherence, and productivity while
reporting daily, weekly and monthly findings.
- Research, analyze, identify, and evaluate data from assigned tasks to evaluate
existing and potential trends and issues while recapping for leadership.
- Perform other duties as may be assigned by leadership.
**Experience**:
- Call center: 1 year (required)
- Customer service: 1 year (required)
- Quality assurance: 1 year (required)
Ability to Commute:
- Houston, TX 77040 (preferred)
Ability to Relocate:
- Houston, TX 77040: Relocate before starting work (preferred)
Work Location: In person
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