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Job Description
- Req#: 33329
Employer Industry: Quality Assurance and Performance Management
Why consider this job opportunity:
- Salary up to $61,000
- Fully remote position offering flexibility
- Opportunity for career advancement and growth within the organization
- Comprehensive benefits package including health insurance, life and disability insurance, and retirement savings plan
- Supportive and collaborative work environment focused on continuous improvement
- Chance to utilize AI tools and technologies in quality assurance processes
What to Expect (Job Responsibilities):
- Conduct internal audits for the quality assurance program to ensure that quality metric requirements are met
- Collaborate in developing and updating procedures in response to operational changes
- Analyze operational performance reports and provide solutions to identified issues
- Monitor agent interactions and provide constructive feedback to ensure adherence to quality standards
- Assist with staff training initiatives aimed at improving performance and quality scores
What is Required (Qualifications):
- Bachelor's degree in a relevant field and 3+ years of relevant professional experience, or equivalent combination of education and experience
- Strong analytical skills to identify trends, gaps, and opportunities for improvement
- Exceptional organizational skills to effectively track monitors across different lines of business
- Ability to pass a federal background check
- Must have a hardwired internet connection and meet remote work requirements
How to Stand Out (Preferred Qualifications):
- Experience in utilizing AI tools and technologies to enhance quality assurance processes
- Previous involvement in calibration sessions to ensure consistency in evaluations
- Familiarity with developing staff resource materials, including guides and workflows
- Ability to provide timely, constructive feedback based on monitoring activities
- Experience in conducting quality evaluations in a call center environment
#QualityAssurance #RemoteWork #CareerGrowth #DataAnalysis #AIIntegration
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