Call Center QA Specialist
hace 2 meses
**Quality Specialist Job Description**
**Summary**:Monitors program-level interactions to evaluate quality, identify trends, and provide feedback. If hired, you would work through Global HITTS Mexico Remote; however, you would Report to Telvista USA.
**Essential Duties and Responsibilities **include the following. Other duties may be assigned.
- Evaluates a statistically valid sample of calls to determine a program-level score for each assigned contract.
- Provides completed call evaluation forms to supervisors so feedback can be given to customer contact employees.
- Participates in calibration sessions to ensure that all those doing call monitoring are evaluating performance the same way.
- Meets calibration accuracy goals.
- Attends product training to sharpen evaluation skills for specific contract.
- Responsible for taking client calls every month.
- Uses keyboarding to enter data into database, timekeeping and quality systems.
- Supervisory Responsibilities: This job has no supervisory responsibilities.
- Monitors program-level customer contacts per client per contract requirements and Telvista standards.
- Collects and analyzes quality data to identify issues and trends and recommend procedures or process changes.
- Supports quality and customer satisfaction-related projects and functions.
- Facilitates/ attends client quality calibration sessions.
- Facilitates/attends internal quality calibration sessions.
- Consult with supervisors and managers regarding calibration performance.
- Responsible for driving performance in Quality
- Prepares calibration notes and reports for distribution.
- Supports IQ team in the attainment of monitoring goals and **identifies trends** to flag during evaluation sessions.
- Supervisory Responsibilities: This position will supervise non-exempt employees. In specific cases this position may have responsibilities that include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems, in accordance with the organization's policies and applicable laws.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
**Qualifications **The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
**Experience**: Must have 6months to 1 full year of QA/Call-Center experience.
**Language**:Must Speak fluent English and Spanish.
**Travel**: May be required for this position as business needs dictate.
**Education and/or Experience**:Associate degree (A. A.) or equivalent from a two-year college or technical school; or two years' experience in a call center with a minimum of one year of related quality or training experience or equivalent combination of education and experience.
**Language Skills**:Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively and make presentations to management, employees, and clients.
**Computer Skills**:To perform this job successfully, an individual should have proficiency in spreadsheet and presentation software.
**Physical Demands**:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk and use hands to finger, handle, or feel. Specific vision abilities required by this job include close vision.
Employees must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.
Telvista is an Equal Opportunity Employer
Pay: $24,000.00 per month
Work Location: Remote
Application Deadline: 10/11/2023
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