Remote Quality Assurance Specialist – Customer Experience

Everise; Madison (WI); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Everise is seeking a Specialist - Quality Assurance to ensure calls meet client and Everise quality guidelines. The role involves monitoring associates' transactions, scoring monitors, and coaching to improve performance.

Key duties include auditing assigned associates, partnering with supervisors to uphold standards, delivering training, joining calibration sessions, updating training materials, and handling other duties as assigned by management.

Qualifications

• At least 1 year customer service and/or sales experience, preferably in a call center environment
• 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

Responsabilités

• 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

Connaissances

Communication skills

Analytical skills

Detail oriented

Independent worker

Motivational skills

Interpersonal skills

Flexible schedule

Dependability

Formation

High school diploma or equivalent

Some college preferred

Outils

MS Word

Excel

Description du poste

Everise is seeking a Specialist - Quality Assurance to ensure calls meet client and Everise quality guidelines. The role involves monitoring associates' transactions, scoring monitors, and coaching to improve performance.

Key duties include auditing assigned associates, partnering with supervisors to uphold standards, delivering training, joining calibration sessions, updating training materials, and handling other duties as assigned by management.