at SaviLinx in Brunswick, Maine, United States
Job Description
JOB TITLE: Quality Assurance Specialist (Seasonal, total $22/hr)
DEPARTMENT: Operations
REPORTS TO: Supervisor
FLSA STATUS: Non-Exempt
OUR GUIDING PRINCIPLES:
Make every interaction Count
Act with Respect and Integrity
Demonstrate Passion for Continuous Improvement
Be Worth of Trust from all Stakeholders
OVERVIEW:
The seasonal Quality Assurance Specialist ($17.59 +$4.41HWB/hr) is responsible for evaluating numerous calls per week, entering evaluations into the call monitoring systems, and providing feedback to supervisors and agents regarding any failed calls in a timely manner. The QA will also be expected to take calls during the workday. This position will be a hybrid position.
ESSENTIAL FUNCTIONS:
- Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
- Exemplifies the SaviLinx Guiding Principles in all aspects of work.
- Oversees employee performance via recorded monitoring and case audits.
- Monitors process performance (gaps) via recorded monitoring and case audits.
- Maintains proper documentation of call performance and associated corrective measures as applicable.
- Contributes to a positive team environment.
- Conducts calibration meetings with internal and external stakeholders.
- Stays up to date on new products, procedures and marketing initiatives.
- Documents agent performance and feedback.
- Maintains proper documentation of call performance and associated corrective measures as applicable.
- Ensures that the quality of all new hire paperwork meets or exceeds all requirements for accuracy and timeliness.
- Follow the direction of the Program Manager, Admin Team, and Client in regard to all work-related tasks and scheduling.
- Takes calls up to 100% of the workday.
- Must meet or exceed all deadlines.
- Works on a variety of assigned projects.
SUPERVISORY RESPONSIBILITY:
No supervisory responsibility.
EXPECTED WORKDAYS/ HOURS:
This position requires full, flexible availability including evenings and weekends as needed.
LOCATION:
Hybrid: both work from center (Brunswick) and from home. Training is from center.
QUALIFICATIONS:
- Experience in a Quality Assurance environment in a call center or the service industry experience preferred.
- Excellent communication skills both written and verbal.
- Good problem solving, decision-making, teamwork and multitasking skills.
- Candidates must be service oriented, self-confident, and dependable.
- High School diploma or equivalent.
- Minimum 1-2 years customer service experience preferred.
- Must be able to use PC and have knowledge of Word, Excel and Outlook.
OTHER DUTIES:
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY:
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER
