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Quality Assurance Specialist
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Job Summary:
We are seeking a Quality Assurance Specialist to join our team at Global Payments (Beamery). As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of customer service to cardholders while maintaining the integrity of our clients.
Key Responsibilities:
- Monitor and evaluate a specified number of calls each month for all clients to provide an overall assessment of call center and collections quality.
- Score calls and enter scores into a database for tracking and reporting purposes.
- Provide customer service representatives with feedback and coaching to improve the quality of service provided to clients' customers.
- Participate in client calibration meetings as an observer to gain knowledge and skills to respond to inquiries during client calibration sessions.
- Assist more experienced quality control specialists with preparing necessary information to respond to client requests for review of certain basic inbound customer service calls.
- Act as a backup to the customer service team as necessary to resolve customer account inquiries during inbound customer service calls.
- Assist management with basic special projects of minimal impact.
Requirements:
- High School Diploma or Equivalent Typically No Relevant Experience Required.
- 1-2 years related work experience preferred.
Desired Skills and Capabilities:
- Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
- Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes.
- Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments.