Offer summary

Qualifications:

Experience in a Quality Assurance environment, preferably in a call center or service industry., High School diploma or equivalent is required., Proficient in using PC with knowledge of Word, Excel, and Outlook., Strong attention to detail and ability to provide constructive feedback..

Key responsabilities:

Evaluate numerous calls per week and enter evaluations into the call monitoring systems.

Provide timely feedback to supervisors and agents regarding call performance.

Conduct calibration meetings with internal and external stakeholders.

Document agent performance and maintain proper documentation of call performance.

Job description

JOB TITLE: Quality Assurance Specialist (Long Term Temporary Remote)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worth of Trust from all Stakeholders

OVERVIEW:

The Quality Assurance Specialist is responsible for evaluating numerous calls per week, entering evaluations into the call monitoring systems, and providing feedback to supervisors and agents regarding any failed calls in a timely manner.  The QA may also be expected to take calls during the workday.

ESSENTIAL FUNCTIONS:

Demonstrates ability to work in accordance with the SaviLinx Guiding Principles. 
Exemplifies the SaviLinx Guiding Principles in all aspects of work. 
Oversees employee performance via recorded monitoring and case audits.
Monitors process performance (gaps) via recorded monitoring and case audits. 
Maintains proper documentation of call performance and associated corrective measures as applicable. 
Contributes to a positive team environment. 
Conducts calibration meetings with internal and external stakeholders. 
Stays up to date on new products, procedures and marketing initiatives. 
Documents agent performance and feedback. 
Maintains proper documentation of call performance and associated corrective measures as applicable. 
Ensures that the quality of all new hire paperwork meets or exceeds all requirements for accuracy and timeliness. 
Follows the direction of the Program Manager, Admin Team, and Client in regard to all work-related tasks and scheduling.
Takes calls as needed.
Must meet or exceed all deadlines.
Works on a variety of assigned projects.

SUPERVISORY RESPONSIBILITY:

No supervisory responsibility.

EXPECTED WORKDAYS/ HOURS:

Monday to Friday 8am-5pm

LOCATION:

Work from home depending on performance.

QUALIFICATIONS:

Experience in a Quality Assurance environment in a call center or the service industry experience preferred. 
High School diploma or equivalent. 
Must be able to use PC and have knowledge of Word, Excel and Outlook.

OTHER DUTIES:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER

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