Job Description

The Customer Service Quality Assurance Specialist is responsible for supporting the operation by conducting quality assurance audits, analyzing results, providing feedback, and ensuring quality consistency. Additional responsibilities include recommending process improvements in order to maintain quality in regards to contractual and internal requirements.

Key Responsibilities
Conduct daily, weekly, and monthly quality assurance audits of work as assigned by Leadership
Prioritize workloads to ensure timeliness and quality standards are met
Monitor and report workloads on a daily, weekly, and monthly basis
Conduct necessary research and coordination as necessary for all quality assurance audit activities
Validate analysis and outreach activities in accordance to current policies and directives
Analyze work based on current policies, directives, and investigation through available resources and further research
Thoroughly understand the requirements on all work activities and processes being reviewed
Provide feedback and guidance to staff concerning quality assurance audit results in a manner that is not biased or defensive
Identify and analyze quality assurance trends and refer any realized issues to the Leadership Team or Training Department for follow-through as needed
Suggest process improvements based on quality assurance audit findings
Support and accept responsibility for special projects and assignments

Required Qualifications
Education: Bachelor’s degree with zero years of experience, or substitute 2 years of equivalent work experiences for degree
Demonstrated literacy in Microsoft Office Suite (Outlook, Word, Power Point, Excel)
Strong people management skills
Excellent organizational, interpersonal, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member
Ability to work independently
Ability to research, evaluate, analyze, resolve, and present solutions to problems
Attention to detail
Proactive in identifying and addressing issues
Ability to obtain ITIL V4 Foundation Certification within 6 months of placement.
Candidates that do not meet the required qualifications will not be considered.

Preferred Qualifications
Experience with contact center and data research
Ability to read and interpret process and workflow diagrams and work instructions
Ability to manage changing priorities within a highly dynamic environment
Ability to work well under deadlines
Strong organization skills, ability to handle multiple tasks or projects
Thank you for understanding and your help.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Compensation Range

$20 - $25/hr