Quality Assurance Coordinator

Title:Quality Assurance Coordinator

Employee Status: Regular Full Time

Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

FLSA Status: Non-Exempt

Job Overview:

The Quality Assurance Coordinator is responsible for providing the training and development of our customer service team. This position requires a high degree of analytical and problem-solving skills. The Quality Assurance Coordinator must be a highly organized, motivated, responsible self-starter with excellent time management skills. In addition the QA Coordinator will oversee performance on a daily basis; taking corrective action where necessary to ensure functionality, utilization and availability.

Essential Functions:

• Provide general supervision to ensure the performance of all personnel, services and/or technology.
• Monitor quality of calls
• Identify and document staff phone skills
• Train, develop, update and create training curriculum(s).
• Assist with recruiting when necessary
• Generate reports as needed
• Other duties as requested

Qualifications:

• High school Degree or Technical Certification
• A minimum of three (3) years of experience
• Strong customer service experience, preferably in a call center environment with focus on customer account data, updating online files, responding to and/or resolving customer inquiries via phone or paper
• Strong computer knowledge and the ability to learn new software.
• Ability to follow established practices and procedures
• Ability to work weekend and holidays and any shift between 9 AM and 11 

Summary of Physical Requirements and Work Environment:

This is a desk job with no special physical demands.

Pay Range / Salary: $26.52 - $27.32 per hour