TheCustomer Service Quality Assurance Specialistis responsible for evaluation, calibration and reporting on results of customer service. This person will focus on Customer Experience and Online Customer Support. Additionally, they will maintain and update quality assurance rubric as needed.Essential Job FunctionsMonitors call, messaging, and email communication through various data sources reviewing user and content to provide trend data and summary to leadership.Review and provide constructive feedback to leadership to identify opportunities for training.Accurately maintain complaint and nonconformance processing, determining cause for reoccurring situations.Complete root cause analysis of automated interaction escalations with suggested solutions.Collaborate with leadership to create training materials based on best practices.Skills and QualificationsHigh school diploma or equivalent.One year of previous call center experience.Strong organizational and time management skills.Excellent communication and detail oriented skills.Strong analytical and logical thinking.This is a full-time opportunity; Monday-Friday, 8 a.m.-5 p.m.
