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SanMar · 1 day ago

Quality Assurance Specialist

United States

Full-time

Remote

Mid Level

$21.50/hr - $28.94/hr

4+ years exp

SanMar is a company that values the contributions of its employees and aims to make a difference in their work. The Quality Assurance Specialist is responsible for evaluating the quality of phone calls within the Credit Team, monitoring performance, and ensuring compliance with company standards.

ApparelFashionProduct DesignRetail

Responsibilities

Listen to internal and external calls of the Credit department staff, evaluating customer service, productivity, and job performance

Conduct desktop monitoring to evaluate team members’ job performance, productivity, and customer service, ensuring it is consistent with SanMar’s expectations

Prepare phone call evaluations of department staff in a timely and efficient manner

Complete Aging Reviews for Accounts Receivable Representatives as scheduled by the department Supervisors

Prepare written summaries for supervisors assessing how our representatives are doing in various areas of their jobs

Share call evaluations with department supervisors and representatives

Report any non-compliance or unusual issues to appropriate supervisor

Identify any potential training and coaching opportunities and send to appropriate supervisor

Maintain various reporting spreadsheets timely and accurately

Work closely with supervisors and team members to best support the goals of our customers and SanMar

Perform other duties as assigned

Comply with all policies and standards

Qualification

Accounts Receivable experienceCustomer service experienceMicrosoft Office proficiencyD365 proficiencyWritten communication skillsVerbal communication skillsSelf-directedOrganizedProfessionalismAttention to detailFlexibilityCollaboration skills

Required

High School Diploma or GED

4-6 years of credit or Accounts Receivable experience or equivalent education

Previous customer service experience

Self-directed; able to work independently and confidently

Organized; maintain accurate records and stay on schedule while performing multiple tasks with good attention to detail

Demonstrates excellent written and verbal communication skills, with the ability to recognize quality of the customer service demonstrated in the communication of others

A high degree of professionalism, discretion, integrity, and objectivity while performing your job duties

Must respond well to internal deadline pressures in a fast-paced environment

Excellent PC skills and a high degree of proficiency in Microsoft Office and D365

Be flexible with change; accept change as a positive experience

Communicates and collaborates effectively with all levels of the department