Recent Searches

You haven't searched anything yet.

1 Quality Assurance Specialist (Call Team) Job in FL, VA

SET JOB ALERT
Details...
Serco North America
FL, VA | Full Time
$85k-103k (estimate)
3 Months Ago
Quality Assurance Specialist (Call Team)
$85k-103k (estimate)
Full Time 3 Months Ago
Save

Serco North America is Hiring a Remote Quality Assurance Specialist (Call Team)

Position Description

Looking for a career where you can make a difference every day? The Call Team Quality Assurance Specialist Team is a dynamic team, supporting a staff of customer service representatives that are assisting customers with processing their retirement pensions. Bring your training, coaching expertise and collaborative skills to make an impact on quality customer service.

Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multi-employer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

As a Call Team Quality Assurance Specialist, you will: 

  • Have knowledge pension benefits and of the policies, procedures, rules and restrictions as set forth by PBGC.
  • Be responsible for the initial and ongoing training of all Customer Service Representatives.
  • Be responsible for developing training curriculum, facilitating new hire/recurring training, and monitoring/evaluating calls using Calabrio software, Excel based trackers and Quest.
  • Work with Supervisors to achieve business objectives as set forth by the PBGC, Operations Manager, and the Contact Center Manager.
  • Provide one-on-one agent feedback and effective coaching.
  • Be responsible for attending weekly in-house and monthly joint calibration sessions, team meeting. 
  • Be responsible for keeping accurate reports of monitoring, coaching and project deliverables.
  • Have the ability to obtain and/or maintain a public trust security clearance.

Qualifications

To be successful in this role, you will have:

  • Have the ability to obtain and/or maintain a public trust security clearance. 
  • High school diploma, or an Associate Degree in a closely related field from an accredited institution.
  • At least three (3) years of experience performing quality assurance, Customer Contact Center experience may be substituted, if necessary.
  • Preferred but not required: Experience in monitoring and maintaining inbound call interactions for quality e.g. evaluating staff, providing feedback to improve performance and providing training to staff in an operation similar in size and scope.

Candidates will be considered from the following locations: Euclid, OH; Doral, FL and Virginia (remote). Candidates may be assigned to work remotely or on site.

If you are interested in supporting and working with our PBGC Team and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000 employees strive to make an impact every day across 100 sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Job Summary

JOB TYPE

Full Time

SALARY

$85k-103k (estimate)

POST DATE

12/01/2022

EXPIRATION DATE

12/08/2024

Show more

The job skills required for Quality Assurance Specialist (Call Team) include Quality Assurance, Customer Service, Calibration, etc. Having related job skills and expertise will give you an advantage when applying to be a Quality Assurance Specialist (Call Team). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Quality Assurance Specialist (Call Team). Select any job title you are interested in and start to search job requirements.

For the skill of  Quality Assurance
Sumitomo Machinery Corp of America
Full Time
$80k-96k (estimate)
2 Weeks Ago
For the skill of  Customer Service
O'Reilly Auto Parts
Full Time
$58k-83k (estimate)
Just Posted
For the skill of  Calibration
Tatitlek Corporation
Full Time
$52k-65k (estimate)
9 Months Ago
Show more

The following is the career advancement route for Quality Assurance Specialist (Call Team) positions, which can be used as a reference in future career path planning. As a Quality Assurance Specialist (Call Team), it can be promoted into senior positions as a Quality Assurance Specialist IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Quality Assurance Specialist (Call Team). You can explore the career advancement for a Quality Assurance Specialist (Call Team) below and select your interested title to get hiring information.

West Metal Works
Full Time
$102k-123k (estimate)
2 Weeks Ago
Bilt Rewards
Full Time
$83k-105k (estimate)
3 Months Ago
IDB
Full Time
$83k-103k (estimate)
10 Months Ago