Quality Assurance Specialist

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🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $19 / hour

⏰ Full Time

🟢 Junior

🔧 QA Engineer (Quality Assurance)

🚫👨‍🎓 No degree required

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ACD Direct

WebsiteLinkedInAll Job Openings

11 - 50 employees

📡 Telecommunications

🤝 Non-profit

Telecommunications • Non-profit

ACD Direct is a full-service Contact Center that focuses on managing customer interactions through various channels including text, phone, email, chat, and digital solutions. Since 2003, ACD Direct has utilized cutting-edge CCaS technology and a distributed workforce of over 1,000 at-home agents to provide premium customer support around the clock. They specialize in serving not-for-profit clientele and offer a range of services including inbound and outbound call handling, live technical support, donation capture, and member acquisition. The company prides itself on its technology-driven approach, using AI and custom reporting tools to enhance service quality and client outcomes.

📋 Description

• Conduct client calibration calls • Monitor and audit agent calls to provide trends and lessons learned to agents and operations • Provide the QA Supervisor with data on the status of the operation’s quality assurance • Serve as a Subject Matter Expert for contact center standard operating policies • Act as a point of contact for support staff regarding workflows and projects • Handle escalated customer/member calls from support staff • Update client logs • Coordinate training for the Quality Assurance team • Ensure compliance with weekly QA feedback requirements • Respond to QA issues via tickets and/or emails with urgency • Assist with and monitor Rocket Chat and Skype during anticipated heavy call-volume times or as needed by CRMs and Contact Center Management • Support ticket teams and staff teams as needed, and act as backup when team members are absent • Cross-train in day-to-day call center skills, tasks, and projects • Perform additional assigned duties

🎯 Requirements

• Must be able to work evenings and weekends (Friday, Saturday and Sunday), with no exceptions • 1+ year of experience working in a virtual contact center environment • Knowledge of Microsoft Office products, including Excel, Word, and Outlook • Time management skills • Customer service skills

🏖️ Benefits

• Remote Work – No commute time to the office • Equipment Provided: Laptop • Equipment Provided: Headset • Monthly Internet Stipend • Medical/Vision and Dental Insurance • Flexible Spending Account / Health Savings Account • Personal Accident Insurance • 401(k)/Roth with matching • Tiered PTO based upon length of employment • Discounts & Life Services offered through Optum EAP • Team Environment – The opportunity to work with a great team who strives for excellence