Quality Assurance Specialist 

Job Description

REQUIREMENTS

• Bachelor’s Degree or equivalent related QA experience
• 1-3 years QA experience (preferred)
• Commitment to excellence and high standards
• Excellent interpersonal communication skills and ability to interact within all levels or the organization
• High attention to detail and accuracy
• Strong organizational, problem-solving and analytical skills
• Demonstrated ability in being an effective team player providing proactive solutions in a fast-paced environment
• Commitment to ensuring integrity and ability to manage highly confidential information with professionalism and tact

RESPONSIBILITES

• Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams
• Identify areas for improvement
• Evaluate customer interactions (including via phone, social media, email, and chat) and develop metrics for excellence to measure performance
• Create and track accurate, timely quality-monitoring reports
• Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls
• Communicate detailed feedback and consistent follow up with all teams
• Recommend policy and procedure changes based on quality monitoring observations
• Update relevant departments regarding any changes required for all manuals, tools, and other written resources
• Stay current with contemporary technology trends/concepts and best practices
• Special projects assigned as necessary

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