Quality Assurance Specialist Office Based JobSiblings International Business Solutions SiBS

Description
1. Participates in design of call monitoring formats and quality standards;
2. Performs call monitoring and provides trend data to site management team;
3. Uses quality monitoring data management system to compile and track performance at team and individual level;
4. Performs monitors of customer care email responses;
5. Participates in customer and client listening programs to identify customer needs and expectations;
6. Provides actionable data to various internal support groups as needed;
7. Coordinates and facilitates call calibration sessions for call center staff;
8. Provides feedback to call center team leaders and managers;
9. Prepares and analyzes internal and external quality reports for management staff review;
10. Perform other duties as assigned.
Requirements * Minimum education level: Senior high school
Years of experience: 1
Language(s): English
Knowledge: Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Numbers, Time Management
Availability for travel: No
Availability for change of residence: No
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