Senior Quality Assurance Specialist

2 days ago


Cincinnati, Ohio, United States Encore Technologies Full time
Job Summary

We are seeking a highly skilled Senior Quality Assurance Specialist to join our team at Encore Technologies in Cincinnati, Ohio. As a key member of our quality assurance team, you will play a vital role in ensuring high standards of service delivery by reviewing and analyzing call quality.

Responsibilities
  • Call Quality Review: Evaluate recorded calls for quality assurance and compliance with service standards.
  • Performance Analysis: Analyze call interactions to identify strengths and areas for improvement.
  • Feedback and Coaching: Provide constructive feedback to team members to enhance performance and document findings.
  • Reporting and Metrics: Generate reports on call quality metrics to support continuous improvement initiatives.
  • Collaboration and Training: Work with team leads and managers to address quality issues and implement best practices, and participate in training sessions to improve call-handling skills across the team.
Requirements
  • Education & Experience: 1-2 years of relevant experience or an associate degree in a technical field.
  • Technical Skills: Basic to intermediate understanding of quality inspection processes, including documentation and reporting. Experience in IT Support or related fields is preferred.
  • Nice to Have: Familiarity with Calabrio (Cisco tool) for call monitoring and analysis.
Physical and Mental Demands
  • Physical Requirements: Primarily sedentary work but may require standing and walking for up to 15% of the time.
  • Mental Requirements: Strong written and verbal communication skills, ability to read and interpret data and documents, analyze and solve problems, and perform detailed work on multiple tasks.
Work Environment

This is a full-time position working primarily in an office setting with standard office equipment available.

The estimated salary range for this position is $45,000 - $60,000 per year, depending on experience.



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