Call Center Quality Assurance Specialist

The QA Specialist reviews staff performance to assure adherence to Helvey & Associates policies and federal and state laws. This includes monitoring and auditing telephone communications with consumers and account documentation made by the Account Specialists to assure compliance with proper procedures. Documentation is graded for completeness, format, disposition, work standards, window utilization and clarity.

Responsibilities
• Complete Agent training program including maintaining knowledge & skill by working in production as an Agent when needed.
• Monitor and evaluate call quality to ensure adherence to company standards and reinforce a culture of quality.
• Create audit scorecards and provide constructive feedback to agents to enhance skills. Create written performance improvement plans as necessary.
• Conduct regular audits of calls and documentation for accuracy and compliance.
• Collaborate with management to develop training programs based on quality findings.
• Analyze performance data to identify trends and areas for improvement.
• Maintain accurate records of evaluations and feedback sessions.
• Record and investigate areas of non-compliance, reporting to appropriate parties as needed.
• Identify discrepancies or updates needed for procedures and make recommendations for needed changes.
• Handle escalated calls as needed.

Qualifications
• Strong command of English with excellent communication skills
• Proven experience in analytical and organizational skills
• Proficient in data entry and phone etiquette
• Intermediate knowledge of Microsoft Office and general computer skills
• Previous call center experience with outbound calling
• Ability to analyze customer interactions and provide feedback
• Strong, positive leadership skills

In order to work remotely, you will need to unbox and setup all company computer and phone equipment following the directions provided. You also need to ensure that you have a reliable internet provider with an ethernet connection and bi-directional speeds of 512K or more.

This position is subject to a background check for any convictions directly related to its duties and responsibilities. No felonies within the past 5 years are permissible. Credit must be currently clean with no bankruptcies in the past 2 years and collection accounts must be paid.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:
• 401(k)
• 401(k) matching
• Flexible schedule
• On-the-job training
• Paid time off
• Referral program
• Work from home

Shift:
• Day shift

Experience:
• Call center: 1 year (Required)
• Quality assurance: 1 year (Required)
• Debt collection: 1 year (Preferred)

Work Location: Remote

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