Quality Assurance Specialist

4 weeks ago

Denville, United States Revolutionary Media, LLC Full time

Revolutionary Media, LLC is a very successful, quickly growing Interactive Marketing firm located in Northern New Jersey.

We are looking for a Part-time Quality Assurance Specialist to join our team, who will be responsible for the customer service experience from our various media partners (both Call Center-based and web-based) providing lead generation services for colleges and universities throughout the US.

Duties will include, but not limited to:

- Responsible for all call monitoring and call uploads to client FTP (File Transfer Protocol) networks
- Coordinate any missing call recordings with specific affiliate Call Center partners
- Participates in the completion of both internal and client quality assurance scorecards
- Ensure representatives are following the organization’s protocols
- Performs call monitoring and provides trend data to management team
- Participates in customer and client programs to identify customer needs and expectations
- Investigate customer complaints and non-conformance issues
- Uses quality monitoring data management process to compile and track performance
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures
- Assure ongoing compliance with quality and industry regulatory requirements
- Audit our web-based publishers through the use of of compliance tools such as video
- Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service
- Assist with company's social media efforts (all channels within the organization)

**Job Type**: Part-time

Pay: $15.00 - $16.00 per hour

Expected hours: 10 - 20 per week

**Benefits**:

- Flexible schedule

Experience level:

- No experience needed
- Under 1 year

Schedule:

- Day shift
- Monday to Friday

Work setting:

- In-person
- Office

**Education**:

- High school or equivalent (preferred)

Work Location: In person

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