Jr. Quality Assurance Specialist - Evening Shift

Schedule:

• All applicants must be available to work Mondays -Fridays 10am - 7pm EST with rotating weekends.  (required shift)

What do we do?

ACD Connect. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

What will you do?

The Junior Quality Assurance Specialist – P supports the daily Call Review and Quality Monitoring program by evaluating entry-to-mid-level customer interactions, checking adherence to service standards, verifying compliance with standard operating procedures (SOPs), and documenting evaluation metrics. Working closely with Team Leads and partnering with the Account Manager, this position assists in identifying quality trends and baseline coaching opportunities and provides designated operational support to Team Leads, including attendance tracking and the facilitation and tracking of 1:1s and documented coaching. The role does not independently manage employees; people-management support is performed under Team Lead oversight and Account Manager review, as applicable, to maintain high operational standards and client compliance across remote operations.

Training

The schedule for training will be in the afternoon 9am -5pm EST Monday-Friday for 1 month. Once the month of training ends permanent schedule will be 10am - 7pm EST.

Responsibilities

• Evaluate customer service calls, chats, and tickets for standard accuracy, policy compliance, and service quality.
• Audit routine evaluations for scoring consistency, objectivity, and adherence to company rubrics.
• Identify individual and team-level quality trends, common coaching opportunities, and workflow gaps.
• Support Tier 1 and Tier 2 Support Specialists by providing objective evaluation data for employee development.
• Maintain familiarity with Call Review policies, standard evaluation forms, and routine QA scoring criteria.
• Log daily evaluation data and assist in updating QA trackers, SOP summaries, and training audit materials.
• Participate in regularly scheduled quality review and calibration sessions with Team Leads and QA Specialists.
• Prepare preliminary routine QA summaries and report recurring compliance findings to leadership.
• Investigate low Customer Satisfaction (CSAT) scores and assist in identifying root causes or process improvement areas.
• Assist the Support Specialist team with follow-ups, standard research, and operational reporting.
• Assist Team Leads with designated team-management support activities, including coordinating, facilitating, documenting, and tracking employee 1:1s and documented coaching under Team Lead oversight and with Account Manager review, as applicable.
• Participate, as assigned, in Team Leads’ monthly 1:1 calibration and coaching sessions for new hires and Support Specialists identified as needing additional coaching, development, or goal support. The Junior QA Specialist may assist the Team Lead with relevant QA findings, facilitation support, and documenting and tracking coaching goals, action items, and follow-up progress. Participation is limited to these designated developmental coaching sessions; the Team Lead retains responsibility for the 1:1, employee coaching, and people-management decisions, with Account Manager review as applicable.
• Assist Team Leads and the Account Manager with attendance and schedule-adherence tracking, including reviewing available records, verifying discrepancies, completing appropriate follow-up, and maintaining supporting documentation. Escalate identified concerns to the Team Lead or Account Manager for determination and action.
• Exercise moderate operational authority within assigned QA and Team Lead support responsibilities while recognizing that final people-management, performance-management, disciplinary, scheduling, and other supervisory decisions remain with the Team Lead and/or Account Manager.
• Support continuous improvement initiatives, special auditing tasks, and documentation reviews.
• Assist the Team Lead with client-facing interactions and may participate directly in designated client communications, meetings, or account-related tasks as determined and approved by the Account Manager. Client-facing involvement is limited to assigned, AM-approved scope.
• Perform other duties and operational projects as assigned.

What does it take?

• 1 year management experience.
• 2+ years’ experience working in a virtual contact center.
• Knowledgeable in Microsoft Office products, general virtual and telephony platforms.
• Time management and customer service skills.

• USB Headset

• Webcam - All training is 100% on camera
• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 35 Mbps download capacity and 10 Mbps upload capacity.

•All Agents must meet the technical system requirements necessary to perform the essential functions of the position. Our systems are not compatible with MacBooks, Apple devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a Windows operating system, Microsoft Office Products with compatibility for HP platforms and software.

>>>>> Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time:  CT, CO, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AR, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

How will we support you?

- Remote Work – No commute time to the office

- Benefits:

• Medical/Vision and Dental Insurance
• Flexible Spending Account / Health Savings Account
• Personal Accident Insurance
• 401(k)/Roth retirement plans with matching
• Tiered PTO based upon length of employment
• Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources
  

• Earn up to approximately 2 hours of PTO earned per pay period and begin using after 90 days of employment
  

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.