What are the responsibilities and job description for the Call Center Quality Assurance (QA) Specialist position at 4 Corner Resources?
Corner Resources is seeking a detail-oriented Call Center Quality Assurance (QA) Specialist to evaluate and enhance performance. The QA Specialist will monitor processes, assess adherence to company policies, and provide actionable feedback to improve service quality, customer satisfaction, and operational efficiency. This role is crucial in maintaining high customer service standards and driving continuous improvement within the call center.
This is a -month contract with opportunity for extension or permanency.
Key Responsibilities :
Quality Monitoring & Evaluation :
Monitor and evaluate cases, chats, and email interactions for adherence to company policies, scripts, and service standards.
Develop and implement quality assurance guidelines, scorecards, and best practices.
Identify trends in customer inquiries and agent performance to provide targeted coaching and training recommendations.
Performance Improvement & Coaching :
Collaborate with supervisors and trainers to develop and implement improvement plans.
Recognize high-performing agents and share best practices across the team.
Reporting & Data Analysis :
Maintain accurate QA reports and dashboards to track trends, agent performance, and service improvements.
Analyze quality assurance data to identify training gaps and opportunities for process enhancements.
Prepare and present regular performance reports to management with actionable insights.
Process & Compliance Adherence :
Ensure all call center interactions comply with company policies, industry regulations, and customer experience standards.
Assist in the development of quality assurance programs for new campaigns, services, or operational changes.
Qualifications & Requirements :
Experience : Minimum years in a call center quality assurance.
Education : Bachelor’s degree in business, communications, or related field.
Technical Skills : Proficiency in QA monitoring tools, CRM software, and call center platforms (, NICE, Verint, Five, Salesforce, Zendesk).
Communication : Excellent verbal and written communication skills for feedback delivery and reporting.
Analytical Skills : Strong ability to analyze trends, identify performance gaps, and make data-driven recommendations.
Attention to Detail : Ability to assess call quality, tone, compliance, and customer satisfaction effectively.
Teamwork & Leadership : Ability to work collaboratively with supervisors, trainers, and agents to enhance overall team performance.
Other :
This role is % remote (Must live local to the Orlando, FL area)
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