Here is the job description I have for a quality assurance representative (which we call a "QA Specialist").
Quality Assurance Specialist
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Monitors email customer contacts.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
REQUIREMENTS:
- Two years of call center customer care experience, preferably in a technical environment.
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
- Intermediate to advanced level of knowledge with internet technology; familiarity with cable modem technology desired.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service.
