Quality Assurance Associate

Civicworks; Indianapolis (IN); On-site; USD 70,000 - 100,000; Full time

Job summary

Indiana Department of Revenue is seeking a Quality Assurance Associate to analyze and audit calls, emails, and customer surveys, identifying service gaps and recommending improvements. The role includes conducting mock calls with new hires and developing coaching sessions to address quality deficiencies.

You will collaborate with leadership and training teams to enhance processes and the customer experience, leveraging expertise in call center operations and performance analytics.

Qualifications

• 7+ years in a QA or program management role.
• Oral and written communication.
• Specialized knowledge of call center operations and customer service standards.
• Ability to develop and implement policies and procedures.
• Ability to analyze data and identify trends affecting service quality.
• Experience coaching and providing feedback to employees.

Responsibilities

• Analyze and audit calls, emails, and customer surveys to identify service gaps and recommend improvements.
• Develop coaching sessions to address quality deficiencies for new hires.
• Collaborate with teams to improve processes and customer experience.

Skills

Communication skills

Call center operations

Data analysis

Coaching and feedback

Policy development

Job description

The Quality Assurance Associate analyzes and audits calls, emails, and customer surveys at the Indiana Department of Revenue Call Center to identify service delivery gaps and provide recommendations to leadership and training teams. The role conducts mock calls with new hires, develops coaching sessions to address quality deficiencies, and collaborates with teams to improve processes and customer experience.

Key qualifications:

• 7+ years of experience in a similar quality assurance or program management role
• Ability to communicate orally and in writing
• Specialized knowledge of call center operations and customer service standards
• Ability to develop and implement policies and procedures
• Ability to analyze data and identify trends affecting service quality
• Experience coaching and providing feedback to employees