Quality Assurance Specialist (QAS) I
Position Purpose
Responsible for the monitoring and evaluating of production agents call behaviors to ensure quality standards and client specifications are met.
Level: Entry
Applies basic skills and may develop advanced skills using tools and equipment appropriate for the position or specialization.
Essential Duties & Frequency Performed
Daily
1. Monitors and evaluates production agents call behavior performance according to quality specifications and requirements.
2. Maintains accurate quality data for call behavior performance documentation.
3. Measures, reports and calibrates team and call center performance on a daily, weekly, and monthly basis.
4. Advises and coaches Supervisors on monitoring effectively and in accordance with guidelines.
5. Calibrates quality scores of Team Leaders and agents, and provides constructive feedback on areas of improvement (e.g. evaluation of coaching effectiveness in achieving quality goals).
6. Maintains contact with account management and representatives on areas of improvement.
7. Participates in team meetings, taking a proactive role in communicating with other team members to encourage process and training improvement.
8. Creates, develops, and implements quality programs and competitions to promote quality initiatives.
9. Gives constructive feedback in oral and written form.
10. Conducts both observation and back-office audits as pertinent to line of business.
11. Utilizes Verint system; typical tasks include verifying call information, pulling reports, and reviewing records.
12. Provides quality assurance support to new supervisors; acts as quality assurance liaison with Training and Operations Departments.
13. Delivers quality module to new agents as needed.
14. Assists in clearing red queue and with back-office order entries.
Other Duties as assigned
Responsibility & Decision Making Authority
Freedom to Act
Follows detailed instructions and reports any deviation to Team Leader. Work assignments are routine in nature where limited judgment is required. Acquires job skills and learns company policies and principles to complete routine tasks.
Supervision Given & Received
Work is performed under direct supervision of the Quality Supervisor or Training & Quality Manager.
Relationships
Internal Contacts:
Interacts with peers to provide assistance, and with QAS II's, QAS III's and Training & Quality Manager to receive assistance with non-routine situations.
Requirements:
Education & Experience
Education:
High school diploma or GED required.
Job Experience:
Six (6) months call center experience or six (6) months of quality assurance experience is required.
Reports To: Quality or Training & Quality Manager
