Quality Assurance

Hireology; Lakeland (FL); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

401k

Full health care

Dental

Vision after 60 days

Job summary

Hireology is seeking a Quality Assurance professional in Lakeland, FL to listen to Call Center Agents and ensure adherence to guidelines. The role requires strong listening skills, attention to detail, and a growth mindset.

Bilingual Spanish support is a plus, with duties including feedback, calibration calls, and performance updates to leadership. Full-time position with benefits including 401k and comprehensive health care after an initial period.

Qualifications

• Strong listening and communication skills.
• Extreme attention to detail.
• Growth mindset, trainable and open to new skills.
• Track performance and provide updates to senior management.
• Ensure accurate, courteous information to customers.
• Provide feedback via call recordings and calibration calls.
• Identify and recommend procedural improvements.

Responsibilities

• Listens to calls to ensure agents follow guidelines.
• Monitors performance and updates monitoring forms daily.
• Ensures customers receive accurate, courteous information.
• Provides feedback to team leaders and managers via recordings.
• Participates in calibration calls and identifies improvements.

Skills

Listening and communication

Attention to detail

Growth mindset

Performance tracking

Customer service focus

Feedback & calibration

Procedural improvement

Bilingual Spanish

Education

High School Diploma or equivalent

Job description

Quality Assurance

Job Description

This position listens to Call Center Agents phone calls to make sure all employees are following the guidelines in place.

Must haves:

• Strong listening and communication skills.
• Extreme attention to detail
• Possesses a growth mindset, be trainable and open to new skills
• Track performance of collection agents and update call monitoring forms. Provides daily communications updates to the senior management team.
• Ensure the employees are giving our customers accurate information in a courteous and professional manner
• Provides feedback to call center team leaders and managers by providing call recordings and call monitoring forms via email and calibration calls.
• Identify and recommend procedural improvements.

Skills Required

• High School Diploma or equivalent
• Good written, verbal, active listening, and phone communication skills
• Proficient computer skills
• Bilingual/ Spanish speaking

Benefits

• 401k
• Full health care, dental, vision after 60 days

Applicants with a strong customer service background and a passion for quality control are encouraged to apply. If you're a bilingual professional with a keen eye for detail and a commitment to excellence, we would like to hear from you.

Job Type: Full-time

Experience:

• Manufacturing: 1 year (Preferred)