Position SummaryThe Quality Assurance Specialist’s primary function is to evaluate the customer’s experience through the monitoring of agents’ contacts. Our goal is to ensure the best possible customer experience while maintaining and/or exceeding the client and Percepta’s standards. Additional responsibilities include coaching (if applicable for program), supporting Abay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned.Duties and ResponsibilitiesSupport QA Department ObjectivesActively work towards QA Department goals and implementation of processesPromote teamwork within the department and throughout the siteSupport all program and client communicationsAs required, participate in calibration sessions and meetings with QA partners such as Training and OperationsPerform general administrative duties as requiredQuality AssuranceMonitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta standardsPerform and complete evaluations, ensuring written feedback is concise, clear, objective and supportive.Identify and voice program trends, including strengths and opportunities for improvementSuggest improvements processes and proceduresTraining & DevelopmentConduct coaching sessions with agents to deliver QA feedback if required by programParticipate in the QA Training & Certification Program and other training as requiredParticipate in Operational re-current trainingsComplete special projects as assignedActively involved in own professional development, making suggestions and completing developmental opportunities as assignedOperations AssistanceQAS will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:Contact Handling Time (all applicable channels)Subject Matter Expert dutiesEducationHigh School Diploma required. College degree preferred.ExperienceMinimum 1 year experience in a customer service environment or related position, preferably in a customer relationship centerQuality assurance experience preferredMinimum 6 months tenure in applicable program and/or equivalent job related experienceProficient and knowledgeable with client contact handling proceduresExperience with coaching techniques a plusSkillsData entry and proofreading skills requiredAbility to interact effectively with all levels of employees and managementComputer literate, with proficiency in Microsoft Office, Internet Explorer, and OutlookExcellent oral, written and interpersonal communication skillsOrganizational and time management skillsEffective problem solving skillsClose attention to detail & active listeningProven ability to perform in a fast-paced environment & be flexible in an ever changing business environmentAbility to work in a team environment as well as autonomouslyMaintain a positive work environment that fosters team performanceOtherAbility to work and coach to specific program hours of operation as needed to accomplish program goals.Willing to support different region (Australia Ford Operations) temporarily and work in morning shift.
