Quality Assurance Specialist - Elevate CX (Onsite/Remote)

Percepta LLC; Charlotte (NC); On-site; USD 15,911 - 22,661; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Job summary

A customer experience management company in Charlotte is looking for a Quality Assurance Specialist. The role involves evaluating customer interactions to improve service quality and satisfaction scores. Candidates should have at least six months of customer service experience and a high school diploma. Responsibilities include auditing operational procedures, reviewing KPIs, and developing quality documentation. The position offers a competitive compensation package, including hourly pay and performance bonuses.

Qualifications

• 6 months or more of customer service and call center experience.
• Understanding, interpreting, and manipulating data for reporting.

Responsibilities

• Evaluate and analyze customer interactions to improve satisfaction scores.
• Assist in auditing Key Performance Indicators (KPIs) for operations.
• Review and evaluate operational procedures from all communication channels.
• Conduct related audits, including sample selection and reporting.
• Facilitate calibration sessions to ensure consistency in evaluations.
• Develop Standard Operating Procedures (SOPs) and quality documents.
• Assist with the analysis of quality reports.

Skills

Customer service experience

Data interpretation

Education

High school diploma or equivalent

Job description

A customer experience management company in Charlotte is looking for a Quality Assurance Specialist. The role involves evaluating customer interactions to improve service quality and satisfaction scores. Candidates should have at least six months of customer service experience and a high school diploma. Responsibilities include auditing operational procedures, reviewing KPIs, and developing quality documentation. The position offers a competitive compensation package, including hourly pay and performance bonuses.