HIRING FOR SENIOR QUALITY ASSURANCE POSITION

 JOB DESCRIPTION

• Deliver quality related reports and insights to stakeholders
• Monitor and document progressions regarding internal and external escalations for the site
• Facilitate weekly calibration sessions with the team to ensure alignment across all auditors are observed.
• Plan weekly QA task assignments and deliverables as aligned with current business needs and statement of work.
• Achieve daily/weekly/monthly monitoring targets for all channels
• Provide structured and timely recommendation through verbal and/or written feedback to a Quality Supervisor/Manager
• Initiate Quality Talk for new hires post-training to determine readiness and supplement concepts that were learned in the classroom
• Develop and conduct team QA refreshers to address QA deficiencies and/or improvement opportunities
• Conduct calibration sessions to rate the same interaction(s), ensuring process alignment and upholding the same expectation
• Meet individual and team targets and KPIs
• Source for all quality related updates
• Perform other similar and related duties as required or directed 

JOB SPECIFICATION

EDUCATION/EXPERIENCE

• Bachelor Degree or other post-secondary degree in a related field
• 1-year front-line call center experience 
• 2+ years of Quality Assurance experience  

TYPE OF SKILLS AND PERSONAL ATTRIBUTE

• Strong verbal and written communication skills – Must have very good spelling and grammar skills
• Strong leadership, decision-making, and analytical skills
• Ability to solve problems and offer suggestions in a positive developmental manner
• Intermediate knowledge of MS Excel, MS Word, and MS Office (required)
• Ability to listen attentively
• Ability to use call information to analyze and score Representatives calls to ensure compliance with performance metrics
• Ability to perform basic mathematical functions to ensure scoring accuracy
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds