Remote QA Specialist – Quality Assurance & Coaching

Everise; Springfield (IL); On-site; USD 52,000 - 68,000; Full time

Job summary

Everise in Springfield, IL is seeking a Specialist - Quality Assurance to monitor calls, score transactions, and coach agents to meet client and Everise quality guidelines. You will partner with supervisors to ensure all associates meet quality standards, provide training to new hires and experienced staff, and participate in internal and client calibration sessions.

The role requires at least 1 year of customer service or sales, strong written and verbal communication, attention to detail,

Qualifications

• High school diploma or equivalent required.
• Some college preferred.
• 1 year customer service and/or sales experience in a call center environment is preferred.
• Proficiency with MS Word and Excel; strong written and verbal communication.

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 internal and client calibration sessions.
• Update training manuals and memos; stay knowledgeable on project information by taking calls on assigned engagement(s).
• Perform other duties as assigned by management.

Skills

Customer service

Sales experience

Communication skills

Detail-oriented

Analytical skills

Independent worker

Flexible schedule

Attendance dependability

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Everise in Springfield, IL is seeking a Specialist - Quality Assurance to monitor calls, score transactions, and coach agents to meet client and Everise quality guidelines. You will partner with supervisors to ensure all associates meet quality standards, provide training to new hires and experienced staff, and participate in internal and client calibration sessions.

The role requires at least 1 year of customer service or sales, strong written and verbal communication, attention to detail,