Quality Assurance Specialist
The Contact Center Quality Assurance (QA) Specialist monitors, trains, and coaches team members as well handles daily monitoring and evaluation of customer interactions. The QA Specialist ensures accuracy of information and quality of delivery by monitoring telephone Contacts, Chat, and customer email interactions while recommending improvements.
The Quality Assurance Specialist identifies trends and improvement opportunities on an individual, team, and Contact Center level with the objective of improving customer experience, satisfaction, accuracy, compliance, first contact resolution, and adherence to customer interactions expectations.
- Perform call monitoring and provides trend data to Contact Center management team
- Coordinate and facilitates internal call calibration sessions weekly with Contact Center management and training to score calls, evaluate trends and validate needs and expectations
- Provide actionable scorecard data reporting to various internal teams as needed
- Provide feedback to Contact Center team leaders and managers
- Document internal audits and other quality assurance activities
- Analyze data to identify areas for improvement in the quality system
- Identify training needs and organize training sessions to meet quality standards
- Assist with departmental statistics
- Propose and coordinate weekly/monthly Quality incentives to improve QA initiatives
- Spend 25% time in Care Advocate role answering calls as described in Care Advocate job description
Education and Experience:
- Bachelor’s Degree, or 3+ years professional experience in a Contact Center quality assurance role / environment
- Quality assurance experience in regulated/compliant environment preferred
- Experience (professionally or personally) in the treatment of addiction or mental health preferred
Customer Service: Demonstrates concern for meeting internal and external customers’ needs in a manger that provides satisfaction for the customer within the resources that can be made available.
Impact and Influence: Works effectively with and through others including those whom there is no formal authority over.
Project Management: Coordinates the diverse components of the project by balancing scope, time, cost, and quality.
Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
Work Environment: May work in a variety of environments including professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with patients.
Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.
Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected