PAS (CQA) Call Quality Assurance Auditor

PAS (CQA) Call Quality Assurance Auditor job in Tacoma, Washington - Remote

• Veterans and Military Spouses Encouraged to Apply
• Civilian position supporting the military community

• $19-22 per hour
• Health and Welfare Fringe Benefits: $5.09 per hour
• Paid Time Off - 10 8-hour days
• Paid Holidays - 11 days
• Paid Sick Time
• Company-funded match and safe harbor 401(k)
• Medical, Dental and vision plans available
• Life insurance and accidental death plans available
• Short-term and long-term disability plans available
• TRICARE Supplemental available
• Supplemental Benefit plans available
• Employee Assistance Program
• Pet Insurance Plans available
• Will Preparation Services available

What You'll Do

• Complete audits on assigned agents monthly to attain 5% minimum requirement to include inbound and outbound calls.
• Complete assigned audits on new Help Queue associates for a minimum of 3 months.
• Complete new hire audits as assigned.
• Review all failed calls, one-on-one with associates.
• Enter segments for failed called audits and coaching opportunities.
• Enter errors found in call quality audits.
• Participate in regular calibration sessions with leadership.
• Ensure contractual and procedural compliance in each audit.
• Thorough documentation of deficiencies, areas of opportunity and positive feedback.
• Provide feedback to leadership regarding trends, potential process deficiencies, and provide potential solutions.
• Become a subject matter expert for each department.
• Host virtual chair-sides.
• Assist in creation of new call quality related documents, to include policies, procedures, job aids and communications.
• Provide floor support/management to include taking calls/HQ.
• Other duties as assigned.

What You'll Need

• High school diploma or General Educational Development (GED) equivalency  
• Must be in current role for six months or greater.
• Must not be on any disciplinary action.
• Must be meeting current quality standards and maintain compliance with posted schedule on a consistent basis.
• External candidates must have call center quality auditor experience of 1 year minimum
• Must be meeting attendance standards to maintain call quality auditor position.
• Exceptional communication skills, to include proper grammar and punctuation.
• Ability to work independently with minimal supervision.
• Ability to interpret policy and apply to auditing (critical thinking).
• Excellent time management.