Quality Assurance Specialist

2 weeks ago

Happy Valley, United States TEKsystems Full time
Job Overview

A LEADING NAME IN THE OUTDOOR AND SPORTS APPAREL SECTOR IS SEEKING A QUALITY ASSURANCE SPECIALIST TO SUPPORT THEIR OPERATIONS AND CUSTOMER FLOW DURING PEAK SEASON.

We encourage candidates with relevant experience to consider this opportunity, as a recruiter will reach out to discuss the position in detail and outline the next steps.

Compensation: $23/hr

Work Schedule: Monday to Friday, 8 AM - 5 PM

During peak season, shifts may vary between 5 AM and 8 PM, Monday through Friday.

Role Summary:

The Quality Assurance Specialist will be responsible for analyzing and assessing data, adhering to quality assurance standards and procedures. This role will provide insights to enhance and deliver exceptional customer experiences within our local and global contact centers. Key responsibilities include identifying opportunities for team and individual performance improvement, assisting in coaching and calibration processes with leadership, and reviewing both agent and customer feedback to propose enhancement initiatives. Additionally, the role involves developing tools for agents to ensure memorable customer interactions.

Key Responsibilities:

  • Evaluate chat, phone, and email interactions, offering recommendations on various evaluation methods to enhance performance.
  • Analyze contact center performance metrics to pinpoint process and conversation improvement opportunities. Collaborate on project initiatives to refine processes and suggest enhancements within Customer Care.
  • Provide constructive and detailed feedback to assist leaders in coaching and developing their teams. Support leaders in team coaching as needed.
  • Actively engage in the quality review calibration process across multiple contact center locations.
  • Develop and maintain conversation tools such as macros and smart responses to ensure a memorable customer experience and boost Customer Care productivity.
  • Review, quantify, and qualify feedback from both customers and contact center agents to identify areas for improvement.
  • Create reports to highlight successes, trends, and opportunities regarding agent performance.
  • Perform additional duties as assigned.

Required Skills & Qualifications:

  • Professional demeanor with a strong work ethic.
  • Detail-oriented with a high level of accuracy in work completion.
  • Objective evaluation and analysis skills, focusing on facts and data.
  • Strong verbal and written communication abilities.
  • Critical thinking and problem-solving capabilities.
  • Organized, productive, and timely in task execution.
  • Able to work independently and collaboratively to achieve goals and metrics.
  • Skilled in prioritizing tasks, developing logical work plans, troubleshooting, and making informed decisions.
  • Effective under pressure.
  • Inclusive, with the ability to build relationships and trust with all stakeholders.
  • Proficient in Microsoft Office applications, including reporting, analysis, and presentations.
  • High School Diploma or equivalent experience.
  • At least 2 years of professional experience.
  • Experience with Microsoft Office applications: Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.
  • Outstanding customer service skills with demonstrated experience, along with strong interpersonal and public speaking abilities.
  • Excellent decision-making and problem-solving skills.
  • Basic knowledge of research methodologies, including analysis of call and chat recordings.
  • Preferred: Courses or certifications in Customer Experience (CX), data analysis, or Contact Center Quality experience.
  • Previous experience in a contact center is a plus.
  • Knowledge of additional languages is a plus.

Experience Level: Entry - Intermediate

About TEKsystems:
We are partners in transformation, helping clients activate ideas and solutions to seize new opportunities. Our team of 80,000 collaborates with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. This is the essence of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

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