Specialist- Quality Assurance- Work From Home
C3/CustomerContactChannels
This is a Full-time position in Richmond, VA posted September 20, 2021.
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
When performing Quality Analyst duties, you will be a support to our operational partners and leadership, measuring Everise’s success in meeting our clients performance expectations for the supported brand. This is done through quality monitors (evaluations), data analysis and collaboration. In addition to delivering observations and insights, quality also provides instruction and recommendations for improving the customer experience, processes and agent performance
• Provide analysis of quality performance, as requested
• Be a driver of the Make It Better Philosophy for our clients
• Attend and participate in regularly scheduled and adhoc calibration meetings
• Participate in the design and maintenance of comprehensive compliance plans that ensure adherence with performance measures, quality standards and audit requirements
• Provide frontline staff with quality evaluation feedback and coaching, as requested
• Perform ad hoc projects as requested by client
• Perform other similar and related duties as required or as directed
What are the must-have qualifications?
Have a passion for and—a proven track record in—quantitative and qualitative analysis
Have advanced knowledge of the assigned client’s program/industry
Possess superior organizational skills and constantly strive for peak efficiency
Possess strong attention to details abilities
Possess problem-solving skills that demonstrate the ability to think creatively and innovatively
Understand established service level agreements and performance expectations
Minimum 1 year call center experience (Senior Agent, QA, Quality Improvement, or Coach role)
High school diploma or GED
College degree preferred
Have advanced knowledge of the assigned client’s program/industry
Possess superior organizational skills and constantly strive for peak efficiency
Possess strong attention to details abilities
Possess problem-solving skills that demonstrate the ability to think creatively and innovatively
Understand established service level agreements and performance expectations
Minimum 1 year call center experience (Senior Agent, QA, Quality Improvement, or Coach role)
High school diploma or GED
College degree preferred
What are the top competencies an ideal candidate would demonstrate?
Strong attention to detail
• Ability to focus for long periods of time
• Strong verbal and written communication skills
• Understanding of how to analyze data
• Time management / attendance
• Data driven
• Ability to see from multiple perspectives
• Ability to focus for long periods of time
• Strong verbal and written communication skills
• Understanding of how to analyze data
• Time management / attendance
• Data driven
• Ability to see from multiple perspectives
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
