Customer Service Quality Assurance Specialist

2 days ago


Chattanooga, Tennessee, United States Echelonfit Full time
Customer Service Quality Assurance Specialist

Echelon Fitness is seeking a Quality Assurance Analyst to monitor and assess the quality of customer conversations across all departments in our call center.

Key Responsibilities:
  • Monitor and assess agent performance against our scorecard
  • Maintain and develop internal support and patient call quality standards
  • Review and rate a subset of service agent conversations and provide agents with meaningful and constructive feedback
  • Assess service interactions based on company standards and create strategies for improvement
  • Drive regular 1-on-1 coaching sessions with agents to facilitate their learning and identify opportunities for improvement
  • Document and initiate needs for training or onboarding programs
  • Create reports that reflect individual and team level performance and present findings to management
  • Participate in calibration sessions to maintain consistency in performance evaluations
  • Contribute to the team culture in a positive manner
Requirements:
  • Associates Degree or higher
  • 2+ years experience in customer service type roles
  • Experience in Customer Service Quality or Training roles
  • Strong evaluation and analytical skills
  • Excellent people skills and ability to communicate constructive feedback
  • Excellent organizational skills
  • Strong problem-solving skills


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