Quality Assurance Specialist
Group O - Milan, IL

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This position is only open for internal employees. Group O's Marketing Solutions division is searching for a Quality Assurance Specialist to join its Call Center Quality team. Responsibilities of this position include, but are not limited to: -Monitor (listens, review, score) and coach all call center agents via live and recorded calls, a MINIMUM of 150 calls per week. -Facilitate Continuous Quality Improvement sessions / develops action plan with agents/ATS's when needed. -Identifies Call Drivers and trends and reports to Training/Quality Manager and CC Director. -Coaches agents with high metrics and creates action plan, and provides follow-ups and feedback to agent and supervisor. -Will take agent and escalation calls, as assigned. -Facilitate portions of training for call center -Additional duties as assigned. Qualifications and Requirements: -Must demonstrate proficiency in Microsoft Excel, Outlook and Word applications. -Must demonstrate solid communication skills - verbal and written. -Excellent organization/prioritization skills. -Solid problem-solving and decision-making skills. -Must have ability to quickly learn and adapt to processes, system functionality -Detail-oriented. -Comfortable presenting information in front of large and small groups. -This position has direct contact with our client contacts as it relates to call reviews, trends, etc -Ability to provide professional, constructive feedback in a one-on-one setting for coaching initiatives. -At least 90 days of all major client program knowledge. -Able to sit for long periods at a time, completely repetitive tasks. -Must have current attendance average of 95% or above, and/or 100% in the past 30 days. -Must have a QA average of 95% or above. Education/Experience -High school diploma or equivalent. -At least 90 days of client program knowledge.
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