27 Mar
Quality Assurance Coordinator
California, Losalamitos , 90720 Losalamitos USA

Vacancy expired!

Job Description

The

Quality Assurance Coordinatorwill monitor and evaluate recorded and/or live calls and chats between call center employees and customers. The Quality Assurance Associate will score the calls based on the scorecard and then provide feedback to management to help meet their goals. This will help identify any training needs to consistently meet goals for the department. The Quality Assurance Associate will also send the daily reports to management. The ideal candidate for this position would be dependable, self-motivated, able to complete tasks with limited supervision while working remote.

Responsibilities

  • Score inbound and outbound calls, emails and chats by objectively measuring skills in use of scripts, product knowledge, sales and service ability, diction, greeting, etiquette, objection handling and courteous close of call.
  • Provide direct feedback to leadership in response to evaluation findings.
  • Examine quality audits to identify ways to improve customer service processes.
  • Meet weekly call monitoring/scoring quotas.

This is a

full-timeposition.Flexible hours Monday-Friday. Candidate must have dependable access to internet and computer.

Qualifications

  • High School Diploma or equivalent
  • Excellent analytical skills and critical thinking skills
  • Excellent customer service, interpersonal and problem solving skills
  • The ability to read and interpret documents and scripts
  • Computer skills and proficiency in Microsoft Office (Word, Excel, PowerPoint)
  • Excellent time management skills, ability to multitask, and prioritize work
  • Clear communication skills (written and verbal) and able to interact with various cultural backgrounds/ethnicities
  • Demonstrate strong organizational skills and attention to detail
  • Must prioritize daily tasks with limited supervision and score acceptably
  • Ability to collect, understand and summarize data
  • Prior experience performing QA duties is preferred

Additional Information

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, or national origin.

For more information about our company benefits, please visit us at discoverybehavioralhealth.com/careers/

Vacancy expired!

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