abovelending - Quality Assurance Specialist
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Requirements
• Bachelor’s Degree or equivalent related QA experience • Commitment to excellence and high standards • Excellent interpersonal communication skills and ability to interact within all levels or the organization • High attention to detail and accuracy • Strong organizational, problem-solving and analytical skills • Demonstrated ability in being an effective team player providing proactive solutions in a fast-paced environment • Commitment to ensuring integrity and ability to manage highly confidential information with professionalism and tact
Responsibilities
• Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams • Identify areas for improvement • Evaluate customer interactions (including via phone, social media, email, and chat) and develop metrics for excellence to measure performance • Create and track accurate, timely quality-monitoring reports • Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls • Communicate detailed feedback and consistent follow up with all teams • Recommend policy and procedure changes based on quality monitoring observations • Update relevant departments regarding any changes required for all manuals, tools, and other written resources • Stay current with contemporary technology trends/concepts and best practices • Special projects assigned as necessary
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