Quality Assurance Specialist

Job Type
Full-time
Description
The Quality Assurance Specialist will support both our Customer Care Center and Managed Maintenance Teams

• Review agents' inbound customer calls to measure teams' performance and track customer support quality
• Identify lapses in agents' performance and provide path for coaching
• Help to identify inefficiencies to apply countermeasures before they escalate
• Ensure agents provide quality service in line with objectives & KPIs - help management to drive accountability
• Drive the implementation of improved engagement strategies to increase agents' efficiency
• Develop process controls, tools, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and ongoing support
• Implement and ensure compliance with the company's policies on quality
• Report agent/group performance back to leadership and maintain performance tracking
• Participate in cross-functional meetings and point of contact across the business to discuss trends, agent feedback, and implementation of quality strategies

Requirements

• Previous experience working in call center Quality Assurance or related roles.
• Previous experience coaching agents and assisting agents real-time.
• Knowledge and experience tracking key service QA metrics/KPIs.
• Proven history of analytical and problem-solving skills from previous roles.
• Ability to initiate and complete projects without supervision.
• Ability to communicate with discretion, professionalism, and confidentiality when needed.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced environment that requires frequent updates and refinements to ensure customer satisfaction and operational efficiency.
• Business Degree preferred, or equivalent combination of training, and experience.
• High school diploma or GED required
• Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company

*JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.