Quality Assurance Specialist in Houston, TX at Alltran

Date Posted: 7/31/2019

Job Snapshot

Job Description

Summary

  • Performs quality assurance review and oversight. Work is performed under broad supervision. 

  • Maintain a thorough knowledge of Alltran clients, policies, and technology.

  • Monitor according to client and company expectations.

  • Maintain accurate and sufficient documentation of calls via QA scorecards, including
    positive observations, as well as areas of needed improvement.

  • Provide ongoing QA Call Evaluation reporting and notification to QA supervisor and operations.

  • Provide coaching to phone based employees, as required.

  • Participate in monitoring and calibration sessions with clients.

  • Perform other duties as assigned by the Quality Assurance Supervisor.

Job Requirements

Minimum Education and Experience:

  • An Associates Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 years related work experience

  • Experience (2+) years in a call center environment.

  • Some prior supervision experience preferred

     



Knowledge, Skills and Abilities:

  • Ability to monitor and record improvements in performance.

  • Ability to provide feedback and demonstrate a variety of coaching methods.

  • Ability to write reports, and business correspondence. 

  • Ability to communicate effectively both orally and in writing.

  • Ability to build and maintain effective working relationships.

  • Strong attention to detail.

Alltran provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or genetics.

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