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Quality Assurance Specialist
4 weeks ago
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Quality Assurance Specialist
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Salt Lake, Utah, United States Education at Work Full timeAt Education at Work, we are committed to empowering students to succeed in their careers. As a Quality Assurance Analyst, you will play a critical role in ensuring that our staff, processes, and tools deliver exceptional customer experiences and exceed client expectations.The ideal candidate will have a strong analytical mindset, excellent communication...
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Quality Assurance Specialist
4 weeks ago
Salt Lake, Utah, United States bioMerieux Inc. Full timeQuality Technician Job DescriptionA world leader in the field of in vitro diagnostics, bioMerieux provides diagnostic solutions to improve patient health and ensure consumer safety.In North America, we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics.Job SummaryThe SLC Quality Assurance...
Quality Assurance Specialist
1 month ago
At Education at Work, we're committed to empowering students to succeed in the professional world. As a Quality Assurance Analyst, you'll play a critical role in ensuring our staff, processes, and tools deliver exceptional customer experiences that exceed client expectations.
The ideal candidate will possess excellent verbal and written communication skills, with the ability to remain unbiased and professional in their findings. You'll work closely with operations and training stakeholders to provide critical insights, escalations, data analysis, and reporting to meet both internal and client requirements.
Key responsibilities include evaluating calls to ensure proper call handling, use of workflows, and compliant tool usage. You'll also analyze product knowledge, problem-solving abilities, communication, and navigational skills demonstrated by students, and record your findings. Coaching and feedback sessions will be conducted based on evaluation results, and you'll identify quality alerts and recommend solutions and best practices for improvement.
As a Quality Assurance Analyst, you'll be responsible for maintaining service levels, providing phone coverage if necessary, and tracking and maintaining quality key metrics, evaluations, and coaching records. Regular review of team performance with operations and training leadership is also a key aspect of this role.
Education/Experience: Bachelor's or associate degree required. At least 1 year of experience in customer service, call center quality assurance, and BPO environments. Specific skills include excellent verbal, written, and communication skills, ability to remain unbiased, professional, and consistent in findings, and detailed-oriented with analytical skills and ability to interpret data.
Advanced Excel proficiency, including the ability to add/edit/remove formula-based rule formatting, manage data validations, and implement other fail safes to ensure reliable analytical output is also required. Strong knowledge of customer care processes and techniques is a must.
