Client Services Quality Assurance Specialist and Dispute Resolution Expert

2 weeks ago

Southfield, Michigan, United States Nyman Turkish PC Full time
Job DescriptionAt Nyman Turkish PC, we are seeking a highly skilled Quality Assurance Specialist to join our team. This role is critical in ensuring the accuracy and efficiency of our case management processes while fostering effective communication and coordination among team members and leadership. The ideal candidate should possess excellent communication skills, have experience working in a fast-paced call center environment, and have a background in managing quality assurance measures for team members.

Key Responsibilities:

Call Grading and Feedback:

  • Grade incoming and outgoing client calls based on established quality criteria.
  • Provide constructive feedback to team members to enhance their communication skills and client interactions.

Client Contact and Dispute Resolution:

  • Conduct daily calls with clients to assist in the dispute resolution process, ensuring their concerns are addressed promptly and satisfactorily.
  • Handle both incoming and outgoing calls to maintain regular client contact and support.

Case Auditing and Quality Assurance:

  • Conduct thorough audits of case files to ensure accuracy, completeness, and compliance with firm and regulatory standards.
  • Identify discrepancies and areas for improvement, providing detailed reports to the relevant team members.

Team Performance Coordination:

  • Collaborate with team members and leadership to discuss case statuses and share audit findings.
  • Facilitate communication between team members and leadership to ensure seamless case handling and resolution.

Requirements:

  • Bachelor's degree preferred.
  • Minimum of 3 years of QA experience including call auditing and resolving customer concerns required.
  • Strong organizational and project management skills, with the ability to multitask and prioritize effectively.
  • Excellent written and verbal communication skills, with an eye for detail and grammar.
  • Highly motivated, proactive, and a strong team player.
  • Required: Call center environment experience.
  • Experience handling escalated calls.
  • Salesforce experience – not required but nice to have.

Compensation:

  • Pay: $25 - $28
  • Nyman Turkish PC offers a competitive salary, an exceptional work environment, and a range of outstanding benefits, including medical, dental, life insurance, disability, 401K, paid holidays, paid sick time, and paid time off.

Job Type:

Full-time, in-office position

Equal Opportunity Employment:

Nyman Turkish PC ensures equal opportunities for all applicants and employees, regardless of race, religion, color, national origin, sex, age, disability, or any other protected characteristic, in both employment and contracting activities.

 

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