Quality Assurance Operations Specialist

2 weeks ago

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

POSITION SUMMARY

The Quality Assurance Operations Specialist role is a full-time position within the Xtend Contact Center. This role is pivotal in evaluating all elements of the quality assurance framework on behalf of the Contact Center Management team, ensuring that customer service standards are consistently upheld by all staff members. The specialist will be tasked with identifying and reporting any deficiencies to management. Additionally, this position will assist in developing training programs aimed at addressing identified weaknesses and standardizing training across the quality assurance framework.


KEY RESPONSIBILITIES

  1. Conduct thorough audits of the quality assurance framework and communicate findings to Contact Center Management.
  2. Collaborate with management to establish and maintain quality assurance standards.
  3. Perform auditing of Call Center Agent phone interactions to ensure compliance with quality assurance benchmarks.
  4. Provide constructive feedback to Call Center Agents regarding performance metrics related to quality assurance, including call scoring, tracking, web chat interactions, and training audits.
  5. Design and implement standardized training programs for call center agents to enhance overall departmental performance and skill development.
  6. Compile, monitor, and report on monthly statistics related to the quality assurance initiatives for call center teams.
  7. Work alongside the Contact Center Management team to establish, refine, and deliver training support on quality assurance standards.
  8. Review agent trackers for adherence to quality assurance protocols.
  9. Evaluate open trackers to ensure timely follow-up by credit unions and report findings to management.
  10. Perform additional tasks 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. 1-2 years of prior training experience is required.
  4. 1-2 years of experience in a call center environment is necessary.
  5. Experience in a credit union or financial institution is preferred.
  6. Familiarity with CU*BASE Software is advantageous.
  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. Prior experience in call monitoring is preferred.
  11. Exceptional attention to detail is a must.
  12. Ability to take initiative and work independently is essential.
  13. Capability to handle sensitive or confidential information with discretion is required.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

Xtend operates in a professional office environment. Some responsibilities may involve moderate to extensive travel as outlined in the job functions and qualifications. 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 professional relationships with superiors, colleagues, and external contacts.

Physical Demands: The role requires regular standing, sitting, talking, hearing, and using hands to operate a computer and telephone. The employee must have normal vision and manual dexterity to operate a keyboard and mouse.


NOTICE

This job description serves as a guideline to provide an understanding of the role as defined by Xtend. It is not intended to be a contract for employment, and Xtend does not guarantee permanent employment. Xtend will make reasonable accommodations for qualified applicants with known physical or mental disabilities unless doing so would cause undue hardship. Individuals requiring accommodations must notify Xtend in writing within 180 days of becoming aware of the need for accommodation. Xtend is an Equal Opportunity Employer.

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