What are the responsibilities and job description for the Quality Assurance Specialist position at Catapult Fundraising?
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Catapult Fundraising, a nationwide fundraising consulting firm, is hiring a part-time Quality Assurance Specialist.
The part-time Quality Assurance Specialist reports to the Call Center Managers and is responsible for overseeing the day-to-day client interactions to ensure adherence to company policies and standards for the call center.
The ideal candidate demonstrates strong attention to detail, superior communication and interpersonal skills, computer skills, including but not limited to, knowledge of Microsoft Excel, Word, PowerPoint, AND Access. Ability to quickly learn new software used for monitoring and training purposes (Including but not limited to CRM software) is imperative.
Previous experience in call center management is preferred.
Job Type: Part-time/Flex Hybrid
Pay: $15.00 - $17.00 per hour starting rate ( depends on experience)
Schedule: Monday - Thursday. 11:00 AM - 6:00 PM, Sunday 9:00 AM - 2:00 PM. Hours are flexible.
Expected hours: 30 – 33 per week
Benefits:
• Flexible schedule-Hybrid/Remote
• PTO Accrual
Principal Duties
- Works as a team with the Call Center Managers to encourage a team of callers to effectively process and hit objectives for each client. This includes coming up with bonuses, and challenges that will ensure callers are measuring up to the performance standards.
- Listening to and evaluating live and recorded calls to assess compliance with company standards and identify areas for improvement as well as areas of strength. Must be comfortable listening to several calls throughout the day.
- Analyzing caller performance based on call metrics, customer feedback, adherence to protocols, and responsiveness to feedback/coaching. Identify recurring issues and patterns within caller conversations and results and suggest feedback on how to improve.
- Assists in development, training, and motivation of the calling team. Continue their training through role-play, coaching, and counsel.
- Enforces policies, procedures, and standards of quality and excellence on the calling floor.
- Assists in summarizing nightly results based on daily evaluations.
- Handles other assignments as directed.
Knowledge, Skills and Abilities
- Attention to Detail: Ability to meticulously evaluate calls for accuracy, compliance, and adherence to company standards.
• Analytical Skills: Proficiency in analyzing data and trends to identify areas for improvement in call quality and customer satisfaction.
• Communication Skills: Strong verbal and written communication abilities to provide clear feedback to agents and collaborate with management.
• Customer Service Knowledge: Understanding of customer service principles and practices to assess the effectiveness of calls.
• Problem-Solving Skills: Capability to identify issues in call handling and recommend solutions for improvement.
• Familiarity with Call Center Software: Knowledge of call monitoring tools, CRM systems, and data analysis software.
• Training Skills: Ability to train and mentor call center agents based on quality assessments.
• Time Management: Efficiently managing time to evaluate multiple calls and meet reporting deadlines.
• Empathy: Understanding the customer experience to assess how well agents are meeting customer needs.
• Adaptability: Flexibility to adjust to changing processes, technologies, and feedback mechanisms.
Serious inquires only apply directly to company website and put QA as the position you are applying for at www.catapultfr.com and include your resume.
Job Type: Part-time
Pay: From $17.00 per hour
Expected hours: 30 – 33 per week
Benefits:
- Flexible schedule
Shift:
- Day shift
- Evening shift
Work Location: In person
Salary : $15 - $17