Job Posting Quality Assurance Specialist

Careers

Quality Assurance Specialist (QA)

Location: Remote


Quality Assurance Specialist (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential donors. The QA will monitor inbound and outbound call to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. QA assists in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall donor’s experience.

Supervisory Responsibilities:

  • • This position does not have direct supervisory responsibilities.

Duties and Responsibilities:

  • Assess the quality and performance of call center associates.
  • Evaluate and score recorded calls based on various criteria (e.g., compliance, accuracy of information provided to the customer, accuracy of information entered on the application, professionalism, etc.)
  • Assists in developing, creating, and implementing call center quality processes and procedures.
  • Make recommendation for enhancements to training materials as needed to enhance the overall donor’s experience.
  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Complete at least 3 reviews an hour and two reviews per call center agent per week.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center supervisors & leads.
  • Provides feedback to call center team leaders and supervisors.
  • Identifies training needs and communicate needs to training department as needed.
  • Generate and maintain feedback and coaching documentation.
  • Provides feedback to call center team leaders and supervisors.
  • Identify process improvement opportunities.
  • Perform other duties as assigned.

Required Skills/Abilities:

  • Teaching or coaching based on individuals learning style and needs.
  • Meticulous active listening.
  • Self-starter having to ability to work individually without needing supervision.
  • Astute problem-solving abilities.
  • Precise attention to detail.

Education and Experience:

  • High school diploma or equivalent.
  • Have an understanding of the learning styles
  • At least 6 months experience in CARS call center preferred.
  • At least 2 years customer service experience.
  • Proven ability to work independently and as part of a team.
  • Experience coaching individuals using multiple techniques.

Physical Requirements:

  • Seating at computer for long periods of time.
  • Listen to multiple calls per day to provide feedback.
  • Provide coaching on calls that scoreless then 50%.

Benefits:

Benefits for this position include, but not limited to, a 401(k) plan, medical, dental and vision coverage, flexible spending accounts, life insurance and holiday benefits.

Ready to Move Forward:

To apply, please submit your cover letter and resume to the following email address; melissab@careasy.org.

Incomplete submissions will not be considered. Please, no phone calls. Please, principals only. Please, local candidates only (relocation is not provided).


ABOUT CARS (CHARITABLE ADULT RIDES & SERVICES)

CARS (Charitable Adult Rides & Services) is a nationally recognized social enterprise nonprofit that helps thousands of nonprofits and public media stations in the U.S. and Canada increase their fundraising through turn-key vehicle donation programs. CARS has returned more than $300 million to our nonprofit partners. CARS also reinvests in our community by providing meals and transportation solutions to seniors each year through a program called On the Go.