Description:
The Quality Assurance Auditor (QAA) is responsible for supporting methods, processes, and procedures for the Quality Assurance Team. This position will help maintain and improve service excellence through monitoring the accuracy of Central Keying Agents, documenting agent and team performance, highlighting compliance issues, and providing feedback and training to agents.
Responsibilities
- Performs daily audits to assess the quality and accuracy of agents and the Central Keying area.
- Train new agents and Central Keying agents on the department's quality, accuracy, customer service expectations, software and procedures, phone systems and procedures.
- Utilizes audit findings to report trends and recommend training modifications to QA Manager.
- Monitor standards and metrics on a regular basis by providing reporting, audits, and training.
- Utilize established methods to accurately validate the keying of all new accounts.
- Provide assessments and evaluations with meaningful feedback that will provide agents with the appropriate communication methods to improve their interactions.
- Provide suggestions to improve process and conduct sessions to discuss, explain feedback and provide development information with agents in both regular one-on-one meetings and team meetings based on agent and team audits.
- Develop and assist agents and Central Keying area in improving their performance with mentoring, providing training, resources, specific instructions, and regular support.
- Monitor, document, and report Validation/Intake performance on both the individual agent level and overall team level.
- Will work closely with the Intake Department as needed to assist with processing of new accounts and workload.
- Provide daily, weekly, and monthly reports and information of the team's performance to QA Manager.
Qualifications
Requirements
Experience
- Prefer 1 year of call center experience.
- Excellent oral, written, interpersonal communication and presentation skills.
- Exceptional listening, problem solving and analytical skills.
- Strong computer skills, including MS Office (Word, Excel, PowerPoint, Outlook).
- Working knowledge of network technology.
- Demonstrated ability to work well independently and in a team environment.
- Dedicated to providing exceptional customer service.
- Ability to meet deadlines in time sensitive situations.
- Strong attention to detail and integrity.