EO, Quality Assurance Specialist

Duties and Responsibilities:

• Generate, update, and distribute reports as required, ensuring accuracy, timeliness, and relevance for team and management review.
• Conduct call monitoring to assess agent performance, identify key trends, and provide actionable insights to the management team to drive performance improvements.
• Analyze data from the quality management system to evaluate both team and individual performance, delivering constructive feedback to support continuous improvement.
• Leverage customer service expertise to assess current practices, proactively identifying areas for improvement and recommending process enhancements.
• Facilitate weekly QA training sessions for agents, focusing on enhancing call quality and aligning with performance standards.
• Collaborate with leadership to mentor agents and guide them in improving call quality scores, providing support and development opportunities.
• Coordinate and lead call calibration sessions with management, selecting calls for review, documenting key takeaways, and driving collaborative discussions to ensure alignment on quality expectations.
• Assist other departments in locating missing calls from Five9, ensuring smooth issue resolution and continuous workflow.
• Perform other related tasks as assigned, contributing to the success and effectiveness of the team and department.

Knowledge, Skills, and Abilities:

Knowledge

• Familiar with basic call center workflow and processes.
• Experienced with VoizTrails or similar evaluation software preferred.
• Familiar with QA processes and practices.
• Focused on quality and customer service.
• Comprehensive understanding of quality assurance metrics
• Working knowledge of Windows-based systems and Microsoft Office products
• Understanding of legal rules and regulations pertaining to HIPPA

Skills

• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Coordination — Adjusting actions in relation to others' actions.
• Time Management — Managing one's own time and the time of others.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

• Ability to prepare and present timely and accurate reports and recommendations to 
• the team and senior management. 
• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
• Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.

Work Experience, Education, and Certifications:

• High School Diploma or GED required.

• Proven experience in analyzing, interpreting, and summarizing complex data related to contact center technologies is essential.

• 1-2 years of experience with contact center Quality Assurance systems and processes preferred.

• Alternatively, 3+ years of experience as a call center agent may substitute for Quality Assurance experience.

Working Conditions and Physical Requirements:

• Frequent interaction with desktop computers or laptops to manage tasks and access necessary information.

• Ability to accurately enter data into systems using a keyboard, maintaining attention to detail and efficiency.

• Ability to maintain a steady work pace to meet or exceed performance goals and standards set by management.

100% Remote