Sierra7, Inc. · 7 hours ago

Quality Auditor

United States

Full-time

Remote

Mid Level

4+ years exp

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AppsInformation Technology

No H1B

U.S. Citizen Only

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Responsibilities

Analyze and monitor live calls and work completed by agents for accuracy and policy adherence

Review the work of others to assess adherence and accuracy with process requirements

Review customer service documentation in various systems

Identify and document opportunities and clearly cite the correct work instruction or source of truth for the noted opportunity

Recognize trends and assist with possible preventative action including not limited to Business Process Improvement (BPI) recommendations

Work independently

Identify, communicate and implement opportunities for improving internal audit/rebuttal processes as requested

Other activities as assigned.

Qualification

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Auditing experienceCustomer service experienceMicrosoft WordMicrosoft ExcelTeam Lead experienceQuality Programs understanding

Required

High School Diploma / GED (or higher)

1+ year auditing experience in the areas of customer service (calls/tasks)

3+ years customer service Call Center experience

Intermediate experience in Microsoft Word (creating / updating documents) and Microsoft Excel (creating / updating spreadsheets, pivot tables, and formulas)

Excellent verbal and written communication skills

Strong analytical skills and exceptional problem-solving skills

Ability to independently manage multiple priorities

Demonstrated ability to organize material from various sources, analyze and draw logical conclusions