Quality Assurance Specialist

Quality Assurance Specialist | The Illinois Hammer Injury Law Firm

Salary: Competitive Pay

Location: Remote

Schedule: Full-Time, Flexible Hours

Job Overview: We are seeking a professional and courteous Quality Assurance Specialist, your primary responsibility is to ensure the delivery of high-quality services by assessing and maintaining the standards of our operations. You will play a crucial role in evaluating processes, identifying areas for improvement, and participate in planning measures to enhance overall performance.

Responsibilities:

1. Call Monitoring: Regularly listen to client services calls, review interactions, and assess the adherence to established protocols and quality standards.
2. Performance Evaluation: Regularly report the outcomes of monitored calls and client satisfaction surveys for evaluation and coordination of communication to employees through direct supervisor.
3. Documentation: Maintain accurate records of quality evaluations, feedback, and performance metrics. Prepare and present regular reports to management.
4. Training Support : Assist in the development and delivery of training programs to ensure that customer service representatives are well-equipped to meet quality standards.
5. 5.Satisfaction Surveys : Reach out to clients to address their concerns and, if necessary, carry out telephone surveys to gauge satisfaction.

Qualifications:

• Proven experience in Quality Assurance, preferably in a customer service or call center environment.
• Proficient in Microsoft Excel
• Strong analytical skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to provide constructive feedback and implement performance improvement plans.

Benefits:

• Competitive salary.
• Comprehensive health and wellness benefits package.
• Professional development opportunities to enhance skills and knowledge.
• Collaborative and supportive work environment.
• Eligible for benefits (full-time employee).
• Health and Dental insurance with employer contribution.
• 401K and Profit Sharing with employer contribution.
• Paid vacation and sick time.
• Tuition reimbursement.

Team Fun:

Our office is a warm welcoming place where teamwork, and professional growth are encouraged and rewarded. We know that there is more to being a team than working together so we dedicate time and resources to supporting local charitable causes, firm outings, and friendly competition events.

Disclaimer:

This job description is not an exhaustive list of duties, responsibilities, or activities.The outlined tasks and responsibilities do not encompass every possible assignment that may be delegated. The employer may modify or assign new tasks at any time, with or without notice.

Our team is committed to creating an environment which prohibits discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.