QA Specialist — Call Center Quality & Coaching (Flexible)

Everise; Charleston (WV); Presencial; USD 21.000 - 30.000; Jornada completa

Descripción de la vacante

Everise is seeking a Specialist - Quality Assurance to ensure calls meet client and company quality guidelines. You will monitor and audit associate transactions, score monitors, and provide coaching to improve performance.

You will collaborate with supervisors, participate in calibration sessions, update training materials, and stay current with project information. The role requires strong communication, attention to detail, and the ability to work independently in a fast-paced contact center

Formación

• 1+ year of customer service and/or sales experience, preferably in a call center environment.
• High school diploma or equivalent; some college preferred.
• Proficiency in Microsoft Office applications, especially MS Word and Excel.
• Excellent oral and written communication skills.
• Detailed-oriented with strong analytical skills.
• Able to work independently and maintain dependable attendance.

Responsabilidades

• Monitor/audit each assigned associate in accordance with Everise and client requirements.
• Work with supervisors and management to ensure that all associates meet quality standards.
• Provide training as needed to both new hires and experienced associates.
• Attend and contribute to internal and client calibration sessions.
• Keep training manuals and memos updated and stay informed on project information.
• Perform any other duties assigned by management.

Conocimientos

Analytical skills

Communication skills

Attention to detail

Independence

Flexibility

Dependability

Educación

High school diploma or equivalent

Some college preferred

Herramientas

MS Word

MS Excel

Descripción del empleo

Everise is seeking a Specialist - Quality Assurance to ensure calls meet client and company quality guidelines. You will monitor and audit associate transactions, score monitors, and provide coaching to improve performance.

You will collaborate with supervisors, participate in calibration sessions, update training materials, and stay current with project information. The role requires strong communication, attention to detail, and the ability to work independently in a fast-paced contact center