QUALITY ASSURANCE SPECIALIST JOB DUTIES:

• Determines call quality standards by studying inbound and outbound calls and customer service presentations.
• Verifies legal obligations by measuring skills in use of scripts, negotiation skills, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
• Provides feedback to agents by monitoring calls; monitoring feedback for external client. Evaluates agent approaches by rating effectiveness of collection service representatives; providing quality ratings; identifying training needs.
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
• Multitasks in many different systems and programs in order to evaluate call recordings and check system of record notations.
• Contributes to team effort by accomplishing related results as needed.
• Any other duties assigned.

REQUIREMENTS:

·         Must be 18 years of age

·         Minimum of 3 CXC subjects including English Language

·         MINIMUM 6 MONTHS EXPERIENCE

·         Experience working in a high paced call center environment would be an asset

·         Must be target oriented, detailed and possess excellent communication and negotiation skills

·         Critical thinker with the ability to solve complex problems; able to apply quality improvement                   techniques. 

·         Basic understanding of Microsoft Excel with a strong command of English language

·         Must possess a valid Jamaican ID (passport, National ID, Drivers License)

BENEFITS OF WORKING WITH OUR TEAM:

·         New salary

·         Lunch money

·         Paid Training

·         Company paid Life and Health Insurance

·         Organic growth potential for career advancement

·         Fun work environment