QA Specialist

BASIC FUNCTIONS:

• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring and provides trend data to the Ops team.
• Use quality monitoring and data management systems to compile and track team quality performance and individual level.
• Participate in internal and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Facilitate and coordinate call calibration sessions for call center staff.
• Provide feedback to call center team leader and managers.
• Prepare and analyze internal and external quality reports for management staff review.

QUALIFICATIONS:

• Must have at least 2 years of related work experience in the call center industry handling international accounts.
• Should be self-driven and can work with minimal supervision
• Intermediate computer ski...