Job Description

THE QUALITY ASSURANCE SPECIALIST EMBODIES THE CORE VALUES OF SAVILINX:

• Every single interaction is important and meaningful and demonstrates responsiveness to employees and customers
• Creates an inspiring, passionate culture in the spirit of teamwork
• Empowers creativity to bring forward innovative solutions, relentlessly striving to improve what we do.
• Operates with respect and integrity in every way earning the trust of employees and customers alike.

DESCRIPTION:

The Quality Assurance Specialist (Government Contracts) is responsible for first contact resolution of customer assistance requests by phone, email or chat inquiry. This position demonstrates high standards of concern for the customer situation and seeks to exceed performance standards in every interaction. The Quality Assurance Specialist conducts quality assurance audits while assuring company standards are maintaining company metric goals.  This position requires an individual with flexibility to work variable hours, including evenings, and overtime. 

RESPONSIBILITIES:

• Resolve customer inquiries and concerns in accordance with the client and company policies.
• Meet expectations for all balance scorecard metrics; demonstrate improvement over time.
• Follow proper escalation procedures for unsolved customer requests.
• Maintain productivity in accordance with support program and company standards.
• Seek opportunities for continuous learning via research, formal and informal training opportunities.
• Attend and participate in team meetings and required training sessions.
• Follow all safety, ethics, human resources and security policies and procedures.
• Demonstrate proficiency in customer service skills.
• Knowledge of windows operating systems and the internet.
• Skilled at keyboard navigation, comfortable with desktop technology, extracting data, etc.
• Aptitude and ability to master technical information.
• Ability to “translate” and communicate clearly with customer to resolve problems of a technical nature.
• Strong listening and problem-solving skills.
• Ability to learn and work with multiple software applications.
• Must have excellent verbal and written communication skills and conflict resolution skills.

POSITION REQUIREMENTS:

• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Strong customer-service orientation.
• High School Diploma or equivalent required.
• Must be 18 years of age or older.
• Must be able to work from the facility and from home.
• Prior QA experience preferred.

WORK CONDITIONS:

• Ability to do data entry over extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and headset.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time temporary position which will fluctuate between 27-42 hours per week.

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