Quality Assurance Specialist

2 weeks ago


Boca Raton, Florida, United States FlexShopper Full time
Job Details

Job Location: Boca Raton - Boca Raton, FL

Position Type: Full Time

Education Level: 2 Year Degree

Salary Range: $21.00

Travel Percentage: None

Job Shift: Any

Job Category: Customer Service

Description

To support FlexShopper standards and establish goals for the development of staff as they pertain to call quality and control, while maintaining a positive working atmosphere.

The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions.

Key Responsibilities:

  • Examine and coach agents from different areas within Customer Care, Collections, and Order Management.
  • Assist in reaching a goal of or more calls scanned and documented on a monthly basis.
  • Develop, execute Quality Assurance training, and orient new staff members with departmental goals and required expectations.
  • Assist department Team Leads/Supervisor(s) when needed and/or required.
Qualifications

Qualifications:

  • Call Center Experience
  • Good command of written and verbal communication
  • Spanish a Plus
  • Ability to work under pressure
  • Excellent communication and interpersonal skills
  • MS Office applications knowledge

Additional Qualifications:

  • Must have a minimum of 2 years customer service experience and well-versed in computer knowledge
  • Good command of written and verbal communication
  • Ability to work under pressure
  • Experience preferred, Customer Relations Management (CRM) application, LiveVox, Freshdesk, and custom-tailored software
  • Excellent communication and interpersonal skills
  • MS Office applications knowledge
  • Bilingual (English and Spanish) preferred


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