What are the responsibilities and job description for the Quality Assurance and Training Specialist position at Assist America Inc?
Description:
- In close collaboration with the operations department, monitor team members’ performance related to the expectations set by the organization through daily call monitoring and review of documented cases.
- Identify trends, issues, and best practices, and take appropriate action as needed.
- In close collaboration with relevant department management and team members, conduct new hire training ensuing new hires are well educated and trained on department policies, processes, expectations and QA goals.
- Maintain and develop internal support and call center quality standards;
- Review a subset of support agents’ conversations (calls, emails, chat, etc)
- Assess support interactions based on internal standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner
- All other duties assigned
- Excellent classroom and one on one training skills required.
- Experience in the customer service space;
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledgeable of goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.