Quality Assurance Specialist (Call Center)

2 days ago

Apply Now

Get a free AI resume review

SheWorks!

WebsiteLinkedInAll Job Openings

SheWorks! enables companies to scale globally with remote-ready talent.

HR • Recruiting • Diversity • Inclusion • Innovation

11 - 50

Description

• Analyze and Improve: Identify ongoing business and process improvements that enhance customer satisfaction • Implement quality assurance standards and company processes to drive efficiency and effectiveness • Evaluate Agent Performance: Regularly assess agent interactions, adherence to protocols, and overall service quality • Provide constructive feedback to colleagues regarding team member performance trends • Cultivate Accountability: Foster a culture of accountability through transparent and authentic coaching • Encourage agents to take ownership of their performance and contribute to a positive work environment

Requirements

• High School Diploma required• 2 years of post-high school education or equivalent preferred • Minimum of 2 years of supervisory or management experience, preferably within a contact center environment • At least 2 years of experience in the travel, hotel, or hospitality industry • Advanced problem-solving abilities with a focus on negotiating effective solutions • Strong analytical skills, including the ability to review employee data and behavior to identify coaching opportunities • Effective communication skills in both oral and written form • Confidence in speaking in front of large groups • Ability to handle difficult and stressful situations with professional composure • Skill in maintaining effective interpersonal relationships • Proficiency in collecting, organizing, and analyzing data • Ability to exercise sound judgment when making critical decisions • Maintain a positive and helpful demeanor even under stressful circumstances • Ability to actively listen and focus during interactions • Basic knowledge of Word, Excel and PowerPoint • Bilingual: English/Spanish • Ability to work remotely with little or no supervision.

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service