Back-up QA Specialist Job Posting

Project:  CenturyLink

Location:  Clinton, UT

Pay: Varies

Hours:  FT

Job Summary: This position is responsible for filling in as a back-up to the SBU’s dedicated quality assurance specialist, on an as-needed basis.  When assisting as QA specialist, responsibilities include auditing agent contacts and submitting quality observation forms detailing out their findings.

Duties and Responsibilities

  • Maintains a high level of efficiency and production
  • Ensure compliance of company policies, regulations and safety procedures
  • Manages consistent observation of all agents on their assigned teams
  • Routinely rotates through assigned teams to provide consistent flow of data to assigned teams
  • Recognize, document, and alert coaches and directors to trends in customer calls
  • Assist with Mock Call auditing for training classes, as needed
  • Maintain daily observation tracker
  • Keeps updated on all current training
  • Meets quality quotas set by director
  • Maintain a clean work area and be well organized
  • Ad hoc assignments as per Director of Quality

 

Requirements:

 

Education:  High School Diploma, GED, or equivalent work experience

General Candidate Experience:

 

  • Basic reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent
  • Knowledge of modern business and customer communications, including grammar, sentence structure, and style
  • Knowledge of organizational strategy and priority management
  • Must be able to review various data results, analyze & comprehend trend analysis to then create & implement service improvement plans to close gaps.
  • Skill to use a computer at high efficiency. Experience using Microsoft Word, Excel, Outlook, and PowerPoint in preferred. The ability to type 25 wpm.
  • Experience in managing others is preferred
  • Strong motivational skills
  • Skill to communicate effectively with employees
  • Ability to handle a high stress environment
  • Ability to handle and resolve recurring problems
  • Must be able to handle multiple priorities and conflicts
  • Willingness to work in a fast pace work environment
  • Ability to be proactive
  • Industry experience required
  • Professional work behavior
  • Pass a drug test
  • Exceptional attendance
  • Minimal 8 weeks experience on CenturyLink campaigns
  • Performing with measurable numbers

 

 

How To Apply: Please send resume and cover letter to Brittany.Hardy@focusservices.com by EOB 5/22/2018