Job Summary
We are proud to boast about being the only agency in the world that devotes ourselves to the ever growing telecommuting job market. In the years to come, it's estimated that 35% of the population will work from home at least 50% of the time. Though it's come a long way, there's still room for improvement and many scams. Our job seekers are at ease knowing a reputable company (that's us) is personally ensuring the company we partner with is safe and secure.
By allowing some (or all) of their workforce to telecommute, businesses not only save money but also open up their talent pool to a much larger group of qualified individuals. We only work with companies that are in need of remote workers. Whether that be on an employee basis, contract basis, temporary basis, etc.
The Customer Service Quality Assurance Specialist screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization. The person who fills this position provides feedback to assist in the creation of performance improvement goals and the development of training programs.
We are seeking a seasoned customer service professional with the ability to work 10 to 20 hours per week between 9am and 8pm mountain time. QA Specialists are given the freedom to set their own schedule and will work Monday through Friday (yay, no weekends).
This is a permanent independent contractor position payable at $12 an hour, with bonuses based on performance.
Here's What You'll Do:
Responsible for recording and assessing contacts to ensure professional, compliant, efficient, effective, and satisfactory customer interaction
Responsible for giving timely feedback and coaching based on results and scores
Record and disposition contacts
Use all available resources to complete an appropriate assessment
Maintain up to date knowledge of client products and services
Qualifications We're Looking For:
High school diploma or equivalent required, Bachelor's degree preferred
2+ years of call center experience is required
Demonstrated mastery of product knowledge, best practices, business policy, resolution procedures, and resource utilization for two or more primary products or services
Ability to multi-task by observing the contact while updating assessment
Strong verbal and written communication skills
Able to practice active and attentive listening skills, demonstrate proficient grammar, and deliver clear concise professional communication
Possess highly adaptive communication and language skills to meet customer on their level
Demonstrated success with exhibiting confidence and managing control of interactions as needed
Dependable and reliable
Ability to follows instructions, respond well to direction
Take responsibility for own actions, and meets or exceeds departmental adherence and attendance policies
Strong attention to detail
Process-oriented
Ability to coach others
The best QA Specialists are those that have worked the front lines in the call center industry and know first hand what it takes to provide a truly awesome customer service interaction. Quality agents aren't born, they're made!
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