Description

Quality Assurance Specialist

Job Details

Job Type

Full-time

Indianapolis, IN

Description

We are currently seeking a Quality Assurance Specialist who enjoys the challenge of changing an organization and who knows how to act as a change agent within an organization. QAS Participates in customer and client listening programs to identify customer needs and expectations. Monitor the effectiveness and quality of incoming calls and emails. Determine weaknesses in performance and establish solutions to improve. Ensure compliance with the company’s quality systems.

 
The successful candidate will assist in planning, executing, measuring, and managing training programs throughout all phases of work for a call center organization. The position requires both independent work and collaborative work with members of the management team in training, maintaining, evaluating, and monitoring activities for core processes, both manual and automated. 

Some of the critical tasks for this position include:

Working, either independently or with appropriate department managers, to: 

• Analyzing and monitoring the performance of calls from Member Advocates, Routers, and Supervisors
• Developing and implementing suggestions and scorecards for the floor
• Developing and tracking test metrics
• Helping maintain the quality of calls by coaching, conducting refresher trainings, and one on ones with the team.
• Working closely with the training department to implement changes and modifications to scorecards.
• Creating and maintaining documentation and tutorials
• Implementing new processes and creating new tools to help with monitoring calls. 
• Must be a self-starter and work independently.

Desired Skills:

• Experience in professional and/or technical writing
• MS Excel, Word and PowerPoint
• Experience in a leadership position

Requirements

Requirements include, but are not limited to:

* Must have previous leadership or QA experience 

* Must possess critical thinking, interpersonal, problem solving, teamwork, organizational, written, and verbal communication skills.

* Must be able to prioritize tasks and work independently.

* Must be detail-oriented, organized, and highly motivated.

* Must possess excellent spelling, grammar, punctuation, and document editing skills.

* Proficiency in MS Office applications (Word, Excel, PowerPoint, Access)

* Must have a desire to help others learn

* Must have a desire to understand the "why" behind our procedures

* Demonstrate excellent presentation skills, both in small group and large group settings

* Be a problem solver; Have a very friendly and professional attitude

* Be able to break down procedures into individual steps for training and documentation

* Have an ability to work with agents at all levels of the organization

* Be flexible and demonstrate initiative

Job Type: Full-time

Benefits:

• 401(k)
• Dental/Vision/Medical Health Insurance/Life Insurance
• Paid time off.
• Weekly Pay
• Flexible time/hours
• Hybrid Remote Schedule

Schedule:

• 4-8 hour shifts, flexible on days worked after training