Quality Assurance Associate

Responsible for maintaining performance standards for customer service representatives to ensure quality service. Tasked with complaint processing and incident investigation. Must be knowledgeable across departmental responsibilities and client specific details.

Essential Duties and Responsibilities: Includes the following which may vary based on the scope of work for the specific Business Client. Other duties may be assigned.

1. Enter any grievances, appeals, and significant events as assigned into Novus. Each process may have different requirements and forms to complete with specific timeframes.

2. Perform Call Quality Monitoring and reporting. Listen and grade calls performed by customer service representatives and outline performance improvement areas for retraining.

3. Perform research and compose responses for all Unable to Secure Complaints.

4. Participate in cross training of job-specific responsibilities and provide backup work to help other members of QA Team.

5. Track and document different performance standards for reporting.

6. Prepared to provide call center assistance upon overflow need.

7. Investigating sensitive subjects, and researching sensitive data bases.

8. Other special projects and/or duties as assigned

Education and/or Experience

High School Diploma required; College Degree preferred. Prior experience working in Quality Assurance preferred.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

· Strong Verbal and Written Communication skills, problem solving, time management, and organizational skills

· Ability to effectively manage a high volume of work

· Read and write in English fluently

· Excellent customer service skills

· Intermediate knowledge of Microsoft products such as Excel and Word

· Proficient in using the Novus System

Shift Schedule: Monday-Friday 8:00am-5:00pm

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering.

Job Type: Full-time

Pay: $20.50 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Work setting:

• In-person

Work Location: In person