Call Center Quality Assurance Specialist
Job Description
We are seeking experienced Call Center Quality Assurance Specialists to join our growing team! You will play a crucial role in ensuring the highest level of service excellence by monitoring agent calls to enhance the quality of our customer interactions as an organization.
What You’ll Do :
The Quality Assurance Specialist will monitor and provide feedback for assigned agents regarding their customer interaction, process efficiency, and procedural adherence.
The Quality Assurance Specialist is responsible for evaluating agent compliance with company processes, procedures, and guidelines while identifying trends in agent performance for further review, training, and development.
Perform agent call reviews, remaining objective in composing final scorecard and performance summaries of agent salesmanship, script adherence, overall call quality, and product knowledge.
Perform internal audits of the sales administration process; ensuring customers are assigned to accurate product offerings and charged the correct loan rates, reviewing application disposition statuses within our loan management system, providing suggestions to streamline processes and maximize efficiency, and offering insights to enhance user functionality.
Utilize software such as Enthu and Teramind to analyze agent process efficiency and procedural adherence, providing solutions and methods to support areas of opportunity and increase efficiency to achieve production quotas.
Analyze significant agent errors resulting in credit returns and correction notices, working with management to find solutions to avoid re-occurring issues when necessary.
Monitor customer complaints and consumer feedback, identifying root causes for internal or external escalation, providing feedback, and ensuring consistency in consumer experience and quality standards.
Escalate trends and re-occurring concerns of unsatisfactory quality assurance assessments regarding specific agents, teams, or departments for further review and analysis.
Complete scorecard evaluation summaries for our external contractual obligations, ensuring each is provided in a timely and efficient manner and adheres to industry regulatory requirements.
Assist with simulation calls and provide additional sales agent support during new hire nesting, working with Sales Managers to continue monitoring new hire performance post-training during their ramp-up period.
Work with the broader team to develop Quarterly KPI incentive programs for the organization, monitoring performance for successful program execution.
Support accurate documentation and updating of procedural and process revisions.
Perform other duties and responsibilities as assigned.
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