Quality Assurance Specialist

Catapult Fundraising, a nationwide fundraising consulting firm, is hiring a part-time Call Center Supervisor.

The part-time Quality Assurance Specialist reports to the Call Center Managers and is responsible for overseeing the day-to-day client interactions to ensure adherence to company policies and standards for the call center.

The ideal candidate demonstrates superior communication and interpersonal skills, and possess strong computer skills, including but not limited to, knowledge of Microsoft Excel, Word, PowerPoint, AND Access. Ability to quickly learn new software used for monitoring and training purposes is imperative.

Previous experience in call center management is preferred.

Pay: $15.00 - $17.00 per hour starting rate

Schedule: Monday - Thursday. 12:00 PM - 7:00 PM, Sunday 9:00 AM - 2:00 PM. Hours are flexible.

Principal Duties

• Works as a team with the Call Center Managers to encourage a team of callers to effectively process and hit objectives for each client. This includes coming up with bonuses, and challenges that will ensure callers are measuring up to the performance standards.
• Assists in training and motivating of new hires to be successful callers. Continue their training through role-play, suggestions, and counsels while the new callers are on the floor.
• Directly supervises all callers. Monitoring calls and offering suggestions for improvement that will allow for callers to grow and achieve better results as successful fundraisers.
• Enforces policies, procedures, and standards of quality and excellence on the calling floor.
• Assists in wrapping up nightly calling, logging out callers, and summarizing nightly results.
• Handles other assignments as directed.

Knowledge, Skills and Abilities

• Sound judgment, thoughtfulness, and the attention to detail necessary to establish a judicious balance between Catapult priorities and client’s interests.
• Strong interpersonal skills, articulateness, poise and presentability when communicating with individuals and groups, including internal and external audiences, i.e., staff, clients, conferences, potential clients, vendors, etc.
• Computing proficiency, including word processing and database skills, and the ability to use technology to gather, interpret, organize, and present data.
• Evidence of entrepreneurial spirit, high personal standards representative of Catapult's commitment to excellence, and the ability to motivate staff to accomplish goals and objectives.
• Evidence of self-motivation and the ability to work both independently and with teams.
• Demonstrated ability to handle multiple assignments and changing priorities as circumstances may dictate.
• Knowledge of and commitment to the values and mission of Catapult and its clients.

Job Type: Part-time

Pay: From $17.00 per hour

Expected hours: 30 – 33 per week

Benefits:

• Flexible schedule

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift

Weekly day range:

• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Work Location: In person