QA Specialist - Call Center Excellence (Flexible Schedule)

Everise; Annapolis (MD); On-site; USD 22,000 - 34,000; Full time

Job summary

Everise in Annapolis, MD is seeking a Specialist - Quality Assurance to monitor and audit calls, ensuring adherence to client and Everise quality guidelines. You will score transactions, provide coaching, and help associates improve performance across assigned engagements.

The role emphasizes training new hires and seasoned staff, calibration sessions with internal and client teams, and staying current with project information through manuals and memos.

Qualifications

• 1 year of customer service and/or sales experience, preferably in a call center environment
• High school diploma or equivalent required; some college preferred
• Proficiency in Microsoft Office applications, especially MS Word and MS Excel
• Excellent oral and written communication skills
• Detail-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance

Responsibilities

• Monitor/audit each assigned associate in accordance with Everise and client requirements
• Work with supervisors and management to ensure that all associates are meeting quality standards
• Provide training as needed to both new hires and experienced associates
• Attend and contribute to both internal and client calibration sessions
• Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s)
• Any other duties and responsibilities assigned by management of the company

Skills

Customer service

Communication

Analytical skills

Interpersonal skills

Detail oriented

Independent work

Flexible schedule

Dependability

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Everise in Annapolis, MD is seeking a Specialist - Quality Assurance to monitor and audit calls, ensuring adherence to client and Everise quality guidelines. You will score transactions, provide coaching, and help associates improve performance across assigned engagements.

The role emphasizes training new hires and seasoned staff, calibration sessions with internal and client teams, and staying current with project information through manuals and memos.