Description
Job Description: Quality Assurance Specialist
Job Type: Full Time
Basic Job Function:
The Quality Assurance Specialist is responsible for monitoring, inspecting, and analyzing interactions for our outbound/inbound contact center. Ensuring the delivery of excellent customer service and compliance with all federal/state/local laws and company policies and procedures. Verify all processes are current and consistently applied in accordance with the company's standards.
Required Qualifications:

• 2 years' experience in a telephonic or other direct customer contact position.
• Knowledge and experience with call center metrics and reporting.
• Exceptional listening and analytical skills.
• Basic PC knowledge, working knowledge of Windows operating systems, Internet and mainstream web browsers.
• Intermediate knowledge/expertise with software (Word and Excel).

Preferred Qualifications:

• Knowledge and experience with SSA Disability process
• Customer service orientation; energetic and outgoing personality
• Have excellent oral, written and interpersonal communication skills.
• Multitasking skills and detail-oriented focus required for a fast-paced environment.
• CRM Software experience a plus

Responsibilities:

• Identify and resolve quality assurance issues by listening to calls in real-time.
• Monitor calls to ensure the delivery of excellent customer service on every call.
• Provide productive and constructive written feedback to Team Leads regarding agents' interactions with callers.
• Understanding of the Quality Compliance Scorecard (QCS) as it relates to each department.
• Track and report staff performance to Center Supervisors/Team Leads daily/weekly and monthly to operations management team.
• Analyze call data to identify areas needing improvement.
• Escalate red flag calls immediately to the Call Center Manager.
• Identify any problematic recurring issues arising during intake calls and suggest ways to resolve them.
• Ensure completeness/accuracy of intakes in the CRM by regularly monitoring the lead dashboards.
• Suggest improvements to existing systems and processes to drive quality and efficiency and enhance the customer experience.
• Prepare Quarterly presentation of Call Center QA Statistics
• Recommend training content additions/updates to improve intake staff training presentations/materials.

Success starts with having the right people. At Internet Brands, we value and mentor each member of our growing team. We seek out talented, goal-oriented professionals who live and breathe the Internet and thrive in a flexible but challenging work environment. Our team of innovators has enabled Internet Brands to sustain high levels of profitability and success while evolving along with the Internet for over 20 years.
At Internet Brands, we promote an entrepreneurial, friendly culture that applauds innovation and results while embracing change and independence. Our employees are intensely driven and constantly encouraged to reach higher and use creativity to achieve success - all the while enjoying high levels of collaboration and the luxury of coming to work in jeans and sneakers. We are proud to offer a unique blend of the innovation of a start-up with the history, stability, and benefits of an established corporation.
Internet Brands and its wholly owned affiliates are an equal opportunity employer.