Quality Specialist

1 day ago

Chandler, United States W3Global Inc Full time
Job DescriptionJob Description

Our client is seeking a passionate and detail-oriented Quality Specialist to join their Quality Assurance team. This role involves reviewing the quality and accuracy of work functions performed by call center team members and external business partners. By analyzing performance, this role will help drive continuous improvement in customer service, support high-quality customer interactions, and validate process enhancements.

Key Responsibilities:

  • Evaluate Work Quality: Monitor and assess telephone and clerical work completed by call center agents to ensure customer interactions meet quality standards and operational goals.

  • Performance Calibration: Participate in calibration sessions to promote consistency in monitoring processes, procedures, knowledge, and scoring across the team.

  • Data Compilation & Reporting: Use recording and monitoring applications to gather performance data, generate reports, and support business improvement objectives.

  • Collaborative Work: Work closely with team members to meet performance goals and contribute to a positive, supportive team environment.

Essential Skills and Qualifications:

  • Attention to Detail & Organizational Skills: Demonstrates strong attention to detail and excellent organizational skills to ensure thorough and accurate evaluations.

  • Written Communication: Excellent written communication skills to document observations and provide feedback effectively.

  • Technical Proficiency: Proficient in Microsoft Office applications, particularly Word and Excel, with knowledge of recording platforms (e.g., NICE) as a plus.

  • Critical Thinking & Adaptability: Ability to interpret data, apply concepts in ambiguous situations, and make judgments in "gray areas."

  • Attendance & Punctuality: Reliable attendance and punctuality to support team and business objectives.

  • Flexible Schedule: Willingness to work flexible hours, which may include days, evenings, and weekends, as needed.

  • Work from Home Ready: Must have a reliable high-speed internet connection to support a remote work environment.

Preferred Qualifications:

  • Bilingual (Spanish): Bilingual skills, particularly in Spanish, are highly preferred to support a diverse customer base.

  • Automotive Finance Experience: Previous experience in automotive finance is an advantage, though not required.

Who We're Looking For:
The ideal candidate is a proactive, detail-oriented individual with a strong business sense and a commitment to quality. If you're passionate about maintaining high standards, continuously improving processes, and making a meaningful impact in customer service, this role could be an excellent fit.

Apply Today
Join a team that values quality and excellence. Apply now and contribute to enhancing customer experience and operational effectiveness for our client's call center operations.

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