JOB SUMMARY: The Quality Assurance Coordinator is responsible for monitoring, evaluating and directing staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.Essential Duties and Responsibilities:
Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.
Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.
Assist with the development, analysis and distribution of project reports and performance indicators.
Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.
Conduct monitoring activities for quality assurance purposes.
Assist with monitoring performance and meeting contractual requirements.
Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.
Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
Assist with staff training, as necessary.
Meet all standards established for this position as outlined in the attached performance criteria.
Perform other duties as may be assigned by corporate management.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.