QA Specialist
Summary
A QA Specialist ensures high-quality customer service by monitoring calls, coaching agents, and tracking performance metrics in an HR-focused company.
Overview
Our client is a leading company known for its commitment to quality, reliability, and excellent customer service. With a strong focus on operational excellence, they invest in developing their people and processes to deliver outstanding results. Joining their team means working in a collaborative, supportive environment where growth and skill development are valued.
Job Summary:
Our client is seeking a Quality Assurance Specialist (QA) to ensure their team consistently delivers high-quality service. This role involves monitoring calls, coaching team members, generating performance reports, and training new agents on updated processes. While prior QA experience is a plus, senior agents with strong communication and leadership skills are encouraged to apply.
Key Responsibilities:
- Monitor calls and conduct weekly QA calibration sessions.
- Coach team members and provide constructive feedback to improve performance.
- Prepare monthly reports, track team scores, and guide agents on improving results.
- Train new agents on updated processes and company standards.
- Collaborate with management to maintain and enhance quality assurance practices.
Qualifications:
- Senior agent experience preferred; QA-specific experience is a plus but not required.
- Strong communication and coaching skills.
- Ability to analyze performance metrics and provide actionable feedback.
- Flexible and willing to work onsite; remote work not available.
- Available to start ASAP and attend onsite interview with one day prior notice.