Quality Assurance Specialist — Coaching & Call Quality

Everise; Virginia Beach (VA); On-site; USD 22,000 - 30,000; Full time

Job summary

Everise is seeking a Specialist - Quality Assurance to ensure calls adhere to client and Everise quality guidelines. You will monitor associates, score performance, and provide coaching to improve call quality.

The role involves auditing calls, participating in calibration sessions, delivering training, and keeping training materials up to date. A background in customer service and strong communication are essential.

Qualifications

• 1 year customer service and/or sales experience, preferably in a call center
• High school diploma or equivalent required; some college preferred
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• Excellent oral and written communication skills
• Detailed-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 experience

Communication skills

Analytical thinking

Detail oriented

Interpersonal skills

Independent worker

Flexible schedule

Reliability

Education

High school diploma or equivalent

Some college

Tools

Microsoft Word

Microsoft Excel

Job description

Everise is seeking a Specialist - Quality Assurance to ensure calls adhere to client and Everise quality guidelines. You will monitor associates, score performance, and provide coaching to improve call quality.

The role involves auditing calls, participating in calibration sessions, delivering training, and keeping training materials up to date. A background in customer service and strong communication are essential.