What are the responsibilities and job description for the Call Center Quality Assurance Associate position at Tidal Basin Group?
THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY
Position Summary:
The role of the Quality Assurance Associate is to listen to recorded phone conversations, grade them with a scorecard and help to create a development plan based on the performance of the call. The role reports to the Contact Center Supervisor. This is a remote, part-time role.
Job Requirements and Responsibilities:
- Responsible for creating and maintaining a standardized approach to training and education of Call Center staff.
- Coaches and mentors Call Center staff on customer service best practices and Tidal Basin standards and procedures.
- Helps to facilitate Tidal Basin’s quality listening program in compliance with program standards.
- Create Call Center scripts that drive consistency across all agents servicing the same program.
- Perform other duties as assigned.
Skills and Competencies:
- Excellent organizational skills and attention to detail.
- Must be bi-lingual (full fluency in English and Spanish)
- Ability to work independently with little supervision.
- Strong interpersonal, analytical, and problem-solving skills.
- Strong verbal and written communication skills.
- Excellent time management skills with a proven ability to meet deadlines.
- Reliability in showing up to work on scheduled days/times
Preferred Experience:
- Experience with applicant-based federally funded grant programs.
- Experience with federally funded housing programs.
Required Education and Experience:
- 3 years in experience working in a Call Center training or quality assurance role.
- Experience training and coaching contact center staff on best practices in communicating with callers.
- Experience liaising between Call Center operations staff and clients to meet goals and objectives.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer
