Customer Experience Quality Assurance Specialist

3 weeks ago

Westwood, Kansas, United States Talent Bridge Group, LLC. Full time

At Talent Bridge Group, LLC., we are seeking a highly skilled Customer Experience Quality Assurance Specialist to join our team. As a key member of our organization, you will play a vital role in ensuring the highest level of quality and service delivery for our customers.

The estimated salary for this position is $45,000 annually, based on industry standards and the location. This figure may vary depending on experience, geographic location, and other factors.

Job Description:

This is an exciting opportunity to work in a fast-paced remote environment, providing critical Quality Assurance support to contact center agents. You will be responsible for overseeing and evaluating the quality of interactions handled by the remote contact center agents, with a focus on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement.

Key Responsibilities:
  • Team Leadership & Development:
    • Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service.
    • Provide guidance, training, and mentoring to Help Desk agents on best practices for ensuring quality standards are met in customer interactions.
    • Develop and deliver ongoing coaching to agents based on quality assessments, ensuring agents understand and apply feedback to improve their performance.
  • Operational Excellence:
    • Ensure quality assurance processes are effectively applied across inbound contacts, ensuring consistency in service delivery and compliance with standards.
    • Monitor and evaluate call, chat, webform, and ticketing data to identify trends, areas for improvement, and potential gaps in service quality.
    • Analyze quality metrics and collaborate with the operations team to implement improvements in both agent performance and customer experience.
  • Performance Management & Reporting:
    • Assist the Project Manager in compiling and analyzing performance data, including quality scores, compliance, and service level metrics, to generate reports for contract performance.
    • Provide detailed feedback to agents regarding their performance and create action plans for improvement.
    • Report on quality trends, identify systemic issues, and recommend corrective actions to senior leadership.
  • Collaboration & Escalation:
    • Work closely with Project Manager to identify and escalate issues requiring executive-level attention.
    • Facilitate clear and effective communication across teams to ensure alignment on quality standards, performance expectations, and continuous improvement initiatives.
  • Compliance & Continuous Improvement:
    • Recommend improvements to telephony, ticketing systems, and self-help tools based on quality findings to enhance overall service delivery.
    • Conduct regular audits of customer interactions to ensure compliance with service level agreements and quality standards.

In addition to these responsibilities, you will have the opportunity to perform additional duties as assigned to support organizational goals.

Minimum Requirements:
  • Must pass a Federal Background check.
  • Proven ability to analyze and evaluate agent behavior in context with program requirements.
  • Ability to comprehend, educate, and enforce relevant policies/procedures.
  • Self-directed, highly motivated change agent.
  • Manage priorities in a fast-paced environment.
  • Proficient in Microsoft products.
  • Excellent communication skills.
  • Proven analytical thinker.
  • Excellent technical skills.
  • Must be comfortable working while being on camera.

We offer a 100% remote work environment with excellent benefits for full-time employees, including a generous employer contribution to your health and dental benefits, a health savings account (HSA) with employer contribution, a flexible spending account (FSA), a 403b plan with 5 percent employer contribution of gross salary after one year of employment, and 100% employer-paid LTD, STD, AD&D, and life insurances. We provide generous paid time-off, including 12 paid company holidays, vacation, sick, and floating holiday time, birthday time, and half-day Fridays in the summer months of June through Labor Day. We also offer tuition reimbursement if you have plans to continue your studies.

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