Quality Assurance Specialist

4 weeks ago


Westminster, Colorado, United States Sagility LLC Full time
Quality Analyst Job Description

Sagility LLC is seeking a talented Quality Analyst to join our team in a remote, work-at-home role.

Key Responsibilities:
  • Remotely monitor customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS, and appropriate documentation.
  • Complete established monitoring objectives in accordance with applicable SOPs.
  • Provide written and oral feedback to representatives on all calls monitored.
  • Complete daily statistical reports and spreadsheets according to standard procedure.
  • Complete Quality Control Reports as assigned on a daily basis, make corrections to CRS when errors exist, and document the contact.
  • Attend monthly department meetings to calibrate monitoring measurements.
  • Notify management immediately of serious infractions in a Customer Service Representative's call quality.
  • Follow all client SOPs and applicable work-related guidance documents.
Requirements:
  • High School Diploma or GED.
  • Demonstrated written and verbal communication skills.
  • Excellent time management skills.
  • Must be detail-oriented.
  • BASIC knowledge of PC applications for word processing, spreadsheet, etc.
  • Six months to one year of experience with a call center or related field.
Benefits:
  • Competitive salary of $15.00 hourly.
  • Medical, dental, vision, life insurance, short-term and long-term disability, flexible spending account, life assistance program, 401K with employer contribution, PTO, and sick time.

Sagility LLC is an Equal Opportunity Employer/Vet/Disability. Location: USA/United States of America.



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