Quality Assurance Specialist

hace 4 semanas


Medellín, Antioquia, Colombia Minacs A tiempo completo

Job Title: Quality Assurance Specialist

Job Description:

The Senior Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards. This position assists in assessing quality standards and provides insight to customers to contribute to program performance improvements.

Responsibilities:
  • Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods, including chat and email.
  • Meets departmental productivity requirements and reports results of evaluations to appropriate Business stakeholders.
  • Participates in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
  • Maintains strong program knowledge base and basic understanding of client products, services, and/or program strategies.
  • Participates in quality task forces with Business stakeholders and completes phone time to keep current on programs.
  • Contributes to maintaining forms and legends documents.
  • Supports management focus on review of key drivers, metrics, and operational processes that drive Balanced Scorecards and count profitability goals.

Location:

Minacs

Language Requirements:

English

Time Type:

Full time

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