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Quality Assurance Operations Specialist

2 months ago

Grand Rapids, Michigan, United States Xtend Full time
Job Overview

POSITION SUMMARY

The Quality Assurance Operations Specialist is a full-time role within the Xtend Contact Center. This position is accountable for evaluating all facets of the quality assurance framework on behalf of the Contact Center Management team to ensure that customer service standards are consistently achieved by all Xtend Contact Center personnel. Responsibilities include reporting any identified shortcomings to management. Additionally, this role will assist in developing training initiatives aimed at addressing any identified gaps and standardizing training across the quality assurance framework.


KEY RESPONSIBILITIES

  1. Conduct audits to ensure compliance with all aspects of the quality assurance framework and communicate findings to Contact Center Management.
  2. Collaborate with Contact Center Management to develop and maintain quality assurance standards.
  3. Perform phone audits for Call Center Agents to ensure adherence to quality assurance standards as directed by Contact Center Management.
  4. Provide constructive feedback to Call Center Agents in partnership with Team Leads regarding performance metrics associated with quality assurance standards, including but not limited to call scores, trackers, web chat, and training plan evaluations.
  5. Design and implement standardized training programs for call center agents to enhance overall departmental performance and skill development.
  6. Monitor, analyze, and report on monthly statistics related to the quality assurance framework for call center teams.
  7. Work alongside the Contact Center Management team to establish, modify, and provide training support for staff on quality assurance standards.
  8. Review agent trackers for compliance with quality assurance protocols.
  9. Examine open trackers to ensure follow-up by credit unions during the current month and report audit results to management.
  10. Undertake additional responsibilities as assigned by Management.

QUALIFICATIONS

  1. High School diploma or equivalent is required.
  2. A 2-year degree in Business or Finance is preferred.
  3. 1 to 2 years of previous training experience is required.
  4. 1 to 2 years of call center experience is required.
  5. Experience in a credit union or financial institution is preferred.
  6. Familiarity with CU*BASE Software is preferred.
  7. Strong written, verbal, and interpersonal communication skills are essential.
  8. A minimum of one year of relevant office experience is preferred.
  9. Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint) is required.
  10. Previous experience in call monitoring is preferred.
  11. Exceptional attention to detail is a must.
  12. Ability to take initiative and work independently is required.
  13. Capability to handle sensitive or confidential information with discretion is necessary.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

Xtend operates in a professional office environment. Some job functions may require moderate to extensive travel as described in the responsibilities and qualifications sections. Xtend is committed to accommodating employees with the physical demands of the position.

Communication and Interaction: The employee must communicate effectively both verbally and in writing with superiors, colleagues, and external contacts.

Interpersonal Relationships: The employee should work effectively and maintain positive relationships with superiors, colleagues, and external contacts, exhibiting professionalism in all interactions.

Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must have normal vision capabilities and manual dexterity to operate a keyboard and mouse.


NOTICE

This job description is intended to provide a general overview of the position and is not to be construed as a contract for employment. Xtend does not guarantee permanent employment. This description serves as a guideline to help the employee understand the expectations of the role.

Xtend is dedicated to providing reasonable accommodations for qualified applicants with known physical or mental disabilities unless doing so would cause undue hardship. Individuals who require accommodations must notify Xtend in writing within 180 days of becoming aware of the need for such accommodations. Xtend will make reasonable accommodations unless it poses an undue hardship.

Xtend is an Equal Opportunity Employer.