Quality Assurance Agent (Remote)

Radius Global Solutions is a leading provider of integrated omnichannel customer engagement services and technology.

Our executive team has been together since 1995 and continues to expand and advance the company’s capabilities. We have 4,000+ employees across 14 locations and our team has the knowledge and expertise to provide reliable, consistent service.

Summary of the Quality Assurance Agent:

The Quality Assurance Evaluator evaluates call recordings in support of client expectations and departmental goals on the care line of business. The Evaluator will document the call results and provide feedback along with trend analysis. The Evaluator will fairly and consistently review the calls to ensure that customer service is delivered at its highest level at all times. The Evaluator is also responsible for attending client calibrations to gather information relevant to their job function and actively participate during calibration sessions. To ensure a full understanding of client specifics and expectations, Quality Assurance Evaluator will take live calls as a part of the training program.

Essential Functions of the Quality Assurance Agent:

· Evaluate recordings for quality purposes from all lines of business and ensuring that client expectations are always followed.

· Review emails to ensure agents are providing the correct information to customers and are staying compliant.

· Verify through call evaluation that accurate information and solutions are being provided to customers at all times. Ensuring that the highest level of customer service is always provided.

· Attending and participating in both internal and client calibrations.

· Scoring calls using client scoring methodology.

· Working cohesively with team members in ensuring that work is completed as assigned.

· Provide relevant and timely information to immediate management and peers.

· Demonstrate the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.

· Effective in initiating changes, adapting to necessary changes from old methods when they are no longer practical.

· Identifying new methods, and generating improvement in facility's performance.

· All other duties as assigned.

Minimum Qualifications of the Quality Assurance Agent:

· Minimum, of 1 year of experience performing Quality Assurance in a call center environment.

· Must be proficient with loans, credit lines and general accounting

· Must be able to speak, read and write English fluently

· Must be able to actively listen to calls for long periods of time and effectively communicate and disseminate feedback to immediate superiors

· Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.

· Exceptional communications skills required

· Ability to work with Microsoft Office Programs

· Professional demeanor, dependable, and able to maintain confidential information.

· Exceptional attendance record

Benefits for the Quality Assurance Agent:

• Paid Training

• Health and Dental Insurance

• Short- and Long-Term Disability

• 401K match

• Opportunity for growth for Career advancement

• Paid Holidays

• Paid Time off (PTO)

EEO/Veteran/Disabled

Employment Fraud Warning:

At Radius Global Solutions, we take security and protection of your personal information very seriously. Please be aware of individuals that might approach you by falsely presenting themselves as our employees or representatives. Under this false pretense, they might try to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities on our behalf.

Radius will not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. If you are being asked to pay for equipment fees or some other deposit or application processing fee, even if claimed you will be reimbursed, this is not Radius. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment.

The offer or claim will probably be in the form of an email sent from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official company email address. Please take extra caution while examining such an email address, as the scammers may misspell an official company email address and use a slightly modified version duplicating letters.

Radius will not be held liable or responsible for any claims, losses, damages or expenses resulting from scammers. If you suspect a communication is fraudulent or you believe you are the victim of fraud resulting from a job listing, please contact your local authorities.

Job Type: Full-time

Pay: $16.00 - $16.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Quality Assurance in a call center environment: 1 year (Preferred)
• loans, credit lines and general accounting: 1 year (Preferred)
• active listening: 1 year (Preferred)
• Microsoft Office programs: 1 year (Preferred)

Ability to Relocate:

• Jacksonville, FL 32225: Relocate before starting work (Required)

Work Location: In person