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Quality Assurance Specialist

Description

The Quality Assurance Specialist monitors phone calls and data entry processing to ensure call center employees are in compliance with Company rules and regulations. Privacy, consistency, and professionalism in this position are expected.

Responsibilities

• Monitors telephone calls and data entry for quality assurance
• Conducts test calls for quality assurance
• Conducts audits and tracks results for customer service representatives and data entry technicians
• Analyzes and communicates results; prepares reports; and makes recommendations to improve adherence with internal policies, procedures and/or regulations
• Communicates exceptions, trends, and overall scores to supervisors and management
• Communicates reminders and trends to the call center floor
• Regularly contributes to the development of new concepts and techniques
• Maintains the confidentiality of call evaluation results and audit information
• Participates in internal quality audits and calibration meetings
• Other projects and responsibilities as assigned

Requirements

• High School degree or equivalent required
• Must have at least 3 years of experience working in a customer service call center environment
• Prior quality assurance monitoring experience strongly preferred
• Proven effective feedback and coaching skills
• Knowledge of Microsoft Word, Excel and Outlook

Inquiries

If you are interested in this opportunity, please send your resume and cover letter to:

PSI/AMP
18000 West 105th Street
Olathe, KS 66061
Attn: Amanda Pemberton-Johnson
(913) 895-4665
employment@goAMP.com
Equal Opportunity Employer

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