Quality Assurance Specialist

2 weeks ago

Miramar, Florida, United States Hunter Hamilton Full time
Quality Assurance Auditor Job Description

We are seeking a highly motivated and detail-oriented Quality Assurance Auditor to join our team at Hunter Hamilton. As a Quality Assurance Auditor, you will play a critical role in ensuring the quality of our services and maintaining compliance with industry standards.

Key Responsibilities:

  • Conduct thorough observations of colleagues' calls with prospective students to assess their communication skills and adherence to program guidelines.
  • Monitor calls via silent monitoring of live calls or review of recorded calls to ensure compliance with industry standards.
  • Assess interactions to ensure that program guidelines are strictly adhered to for compliance.
  • Manage reporting, documentation accuracy, and call quality performance.
  • Monitor telephony platform metrics for each Specialist.
  • Prepare individual and project summary reports.
  • Recommend and maintain call/example library for training purposes, as needed.
  • Monitor compliance regarding proper and appropriate use of approved resources.
  • Provide feedback to leaders and colleagues via written observation form and verbal coaching.

Requirements:

  • Bachelor's degree required.
  • Quality Assurance experience in a Call Center environment is a plus.
  • Prior experience in an Academic setting is a plus.
  • Able to quickly learn new computer systems and databases.
  • Having a passion for higher education and the desire to help prospective students reach their goals.
  • Able to craft well-written and detailed evaluations of fellow colleagues.
  • Able to work in a team and goal-oriented environment.
  • Internally motivated and a self-starter.

Benefits:

  • Weekly pay.
  • Medical insurance.
  • Dental insurance.
  • Vision insurance.
  • Life insurance.
  • 401k.
  • Short-term disability.
  • Employee discounts.
  • Career advancement opportunities.

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