Contact Center Quality Assurance Specialist

1 month ago


Annapolis, Maryland, United States HomeSafe Alliance Full time
About the Role

The Quality Auditor is a critical member of our Contact Center team, responsible for ensuring the highest quality standards in customer interactions. This role involves performing quality audits, documenting results, and providing feedback to leadership teams.

Key Responsibilities
  • Perform quality reviews of customer interactions to identify areas for improvement and ensure compliance with company policies and procedures.
  • Monitor and evaluate contact center communications against established quality assurance standards.
  • Prepare internal scorecards for contact center representatives, providing knowledge management aids and recommendations for success.
  • Identify process gaps and make recommendations for quality improvement based on customer feedback and best practices.
  • Provide regular performance reports to contact center management, highlighting trends and areas for improvement.
Requirements
  • High School diploma or equivalent.
  • 2 years of experience in a contact center environment.
  • 1 year of experience scoring and rating customer interactions.
  • Must be a U.S. citizen due to contractual requirements.
  • Exceptional listening and analytical skills, with a strong attention to detail.
  • Strong verbal and written communication skills, with the ability to provide 360-degree feedback.
Preferred Qualifications
  • Military move management experience, military experience, or immediate family member of a military member while on active duty.
  • Experience utilizing NICE software/applications.
About HomeSafe Alliance

HomeSafe Alliance is a leading household goods move management service provider for the U.S. Armed Forces, Department of Defense civilians, and their families. We're dedicated to providing fast, easy, and efficient relocation experiences, with a focus on customer satisfaction and quality.

Benefits
  • Medical, Dental, and Vision Insurance.
  • PTO and 401(k) plans.
  • Health and Wellness Programs.
  • Disability, Life, and AD&D insurance.
  • Employee Support program.
  • Family Support: Bright Horizons, child and elder care services.
  • Teladoc Medical Experts, second opinion program.
  • Travel Accident & Medical.
  • TRICARE Supplement Plan.
  • Voluntary Benefit Plans.


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