Quality Assurance Auditor; Temporary

Essential Job Functions and Skills

• Perform as subject matter expert on omnichannel communication solutions.
• Monitors and measures the quality of inbound and outbound calls for compliance.
• Assist in the preparation of client performance tracking reports.
• Report daily, weekly, and monthly quality score results to management.
• Provide detailed feedback and performance related recommendations necessary to ensure quality performance.
• Participate in scheduled internal sessions with leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
• Work in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meets performance expectations.
• Participate in review meetings including the development information on quality performance.
• Contribute call feedback, scorecards, and recorded calls to ensure program compliance.
• Advise leadership of equipment and/or software that impedes the delivery of exemplary service or impacts service level agreement requirements.
• Facilitate coaching sessions with agents on call performance.

• 2-3 years of customer service call center environment strongly preferred.
• 2-3 years of experience in call quality assurance monitoring and coaching experience required.
• Bilingual skills a plus.

• High School Diploma or equivalent

• Decision-making skills. Ability to work independently and make decisions that balance the interests of the team, the Firm, and the customer.
• Conflict Resolution skills. Ability to respond with diplomacy and tact.
• Ability to work under pressure.
• Adaptability and Teamwork - Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
• Highly PC proficient.
• Attention to detail and quality-oriented.
• Multi-task oriented.
• Ability to remain highly motivated in a fast-pace, multi-faceted environment.
• Analytical thinker and problem solver.
• Excellent listening and interpersonal skills.
• Confident, approachable, and positive attitude.
• Excellent oral and written communication skills.
• Demonstrates personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities).

• Sitting at a computer most of the day
• Utilizing a headset and being on the phone frequently
• On-the-job training
• Annual performance reviews

This position is temporary for approximately 1-3 months and dependent on business needs.