Contact Center Quality Assurance Specialist
4 weeks ago
As a Quality Assurance Specialist, you will be part of the Contact Center Support Team, working closely with internal stakeholders, vendors, and team members to ensure the delivery of exceptional customer experiences.
You will ensure customer interactions are delivered in the most effective manner through random and targeted team member call quality evaluations.
Key responsibilities include:
- Ensuring high quality standards and sales goals are exceeded across multiple channels
- Reporting on quality findings and delivering coaching sessions
- Updating quality scorecards as needed
- Collaborating with Leadership and cross-functional teams
This position is based in our Northbrook, IL corporate office, and requires on-site work. Ensure quality evaluations are completed and delivered in a timely fashion while monitoring for script adherence and KPIs.
Additional responsibilities include:
- Completing team member performance scorecards
- Delivering and preparing weekly/monthly training and huddles
- Organizing quality audits and identifying training and coaching frameworks
- Supporting leadership in defining quality standards for inbound, outbound, and automated channels
Requirements:
- Ability to meticulously review and assess call quality, identifying areas for improvement
- Proficiency in articulating feedback clearly and professionally to call center agents
- Ability to analyze call data and performance metrics to identify trends and areas for improvement
- Understanding of call center workflows, metrics, and best practices
- Ability to manage multiple tasks and prioritize effectively
Benefits include medical, dental, vision, PTO, and 401k with match.
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