Training and Quality Assurance Specialist focused on empowering call center agents and ensuring standards. Collaborating with QA Departments to continuously enhance training modules and agent performance.
About the role
- Quality Assurance Coordinator reviewing customer compliance with GLS operational protocols and guidelines. Ensuring accuracy and quality in customer interactions and supporting process improvement initiatives.
Responsibilities
- Listen to recorded customer interactions to confirm compliance with company standards, scripts, policies, and regulatory requirements
- Perform a thorough review of documents or correspondence and assess the accuracy and overall quality in accordance with company standards, scripts, policies, and regulatory requirements
- Review and assess the quality of customer interactions and overall customer experience
- Ensure documents are mapped accurately to the appropriate location and correct documents are used for the circumstance
- Compile quality metrics and data from reviews to support the identification of trends, patterns, and areas for improvement
- Identify inconsistencies and/or deviations from the standard procedures, call scripts, and protocols and provide a feedback summary to operational leaders
- Maintain records of all quality assurance activities, including review results and feedback provided
- Provide reports on completed reviews to the QA Supervisor, escalating critical compliance violations when necessary
- Collaborate with QA Supervisor to develop strategies to enhance the overall review process
- Participate in special projects as needed, and perform additional assignments as required by the needs of the company or as directed by management
Requirements
- A minimum of a High School diploma or equivalent required
- Strong interpersonal skills with the ability to professionally interact with various internal and external key stakeholders
- Excellent oral and written communication skills
- Ability to adapt and demonstrate flexibility and team commitment in a fast-paced environment
- Excellent organizational skills with high attention to detail and demonstrated ability to effectively manage multiple priorities
- Demonstrated proficiency in using quality assurance software/tools and an ability to quickly learn GLS systems/platforms
- Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office
- Commitment to exemplifying the organizational core values and key competencies
Benefits
- Competitive base pay and performance bonuses, dependent on role
- Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
- 401K with employer match and 100% immediate vesting
- Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
- Paid Volunteer Time Off (VTO) Annually
- Tuition Reimbursement
- Parental Leave
- Business casual work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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