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Helvey & Associates, Inc. · 19 hours ago

Experienced Call Center Quality Assurance Specialist

United States

Full-time

Remote

Entry, Mid Level

$15/hr - $18/hr

1+ years exp

Helvey & Associates, Inc. is seeking an Experienced Call Center Quality Assurance Specialist to review staff performance and ensure compliance with company policies and regulations. The role involves monitoring call quality, providing feedback, conducting audits, and collaborating with management to enhance training programs based on quality findings.

AccountingCall CenterFinancial Services

Hiring Manager

Gary Gross

Responsibilities

Complete Agent training program including maintaining knowledge & skill by working in production as an Agent when needed

Monitor and evaluate call quality to ensure adherence to company standards and reinforce a culture of quality

Create audit scorecards and provide constructive feedback to agents to enhance skills. Create written performance improvement plans as necessary

Conduct regular audits of calls and documentation for accuracy and compliance

Collaborate with management to develop training programs based on quality findings

Analyze performance data to identify trends and areas for improvement

Maintain accurate records of evaluations and feedback sessions

Record and investigate areas of non-compliance, reporting to appropriate parties as needed

Identify discrepancies or updates needed for procedures and make recommendations for needed changes

Handle escalated calls as needed

Qualification

Analytical skillsCall center experienceEnglish communicationOrganizational skillsMicrosoft OfficeData entryFeedback analysisPhone etiquetteLeadership skills