Vacancy expired!
- The Quality Assurance Specialist shall be responsible for assessing the quality of the performance of the Help Desk Specialists.
- The Quality Assurance Specialist shall monitor inbound and outbound calls and emails responses to assess demeanor, technical accuracy, customer service performance, and conformity to SRC policies and procedures.
- The Quality Assurance Specialist shall assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed.
- Bachelor's Degree and specialized experience providing quality assurance analysis for a multi-tier/level Call Center required.
- Current HDI Certification is required.
- In addition to the education requirement the Quality Assurance Specialist shall also have a minimum of eight (8) years of experience monitoring communications to internal and external shareholders to ensure information disseminated complies with guidance and regulations and/or like complexity.
- Acceptable specialized Quality Assurance Specialist experience shall also include:
- Ensuring the Help Desk Specialists are providing a level of excellent customer service
- Operating quality assurance and quality monitoring programs.
- Assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programs
- Monitoring inbound and outbound communications to observe customer satisfaction
- Documenting contact observations programs to provide feedback and coaching to the Help Desk Specialists
- Coordinating with internal training partners to develop training modules
- Ability to communicate clearly, both orally and in writing
- Ability to adapt to changing environments
- Ability to build relationships and collaborate effectively with Contractor and staff
- Ability to demonstrate understanding of customer care and call center processes
- Ability to lead and manage projects, analyze problems, and make oral presentation
- Ability to provide clear leadership, technical direction, and guidance to all levels of staff
- Ability to support and execute all non-Key Personnel duties as needed
- Ability to facilitate new hire training sessions
- Ability to recognize staff deficiencies and develop training initiatives to address deficiencies
- Ability to demonstrate proficiency in Microsoft Office suite
- Ability to conduct staff evaluations to identify areas of improvement
Vacancy expired!