QA Specialist Job Posting

Job Summary: This position is responsible for 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

• Achieve Certified

Send resume to savannah.brandewie@focusservices.com by eob 6/18/2018