Job Requirements Fairfax, VA Public Trust Polygraph Unspecified Career Level not specified Salary not specified Join Premium to unlock estimated salaries Job Description Customer Quality Assurance Specialist - (Remote Opportunity) The Customer Service Quality Assurance Specialist is responsible for supporting the operation by conducting quality assurance audits, analyzing results, providing feedback, and ensuring quality consistency. Additional responsibilities include recommending process improvements in order to maintain quality in regards to contractual and internal requirements. Key Responsibilities Conduct daily, weekly, and monthly quality assurance audits of work as assigned by Leadership Prioritize workloads to ensure timeliness and quality standards are met Monitor and report workloads on a daily, weekly, and monthly basis Conduct necessary research and coordination as necessary for all quality assurance audit activities Validate analysis and outreach activities in accordance to current policies and directives Analyze work based on current policies, directives, and investigation through available resources and further research Thoroughly understand the requirements on all work activities and processes being reviewed Provide feedback and guidance to staff concerning quality assurance audit results in a manner that is not biased or defensive Identify and analyze quality assurance trends and refer any realized issues to the Leadership Team or Training Department for follow-through as needed Suggest process improvements based on quality assurance audit findings Support and accept responsibility for special projects and assignments

Required Qualifications Education:

Bachelor's degree with zero years of experience, or substitute 2 years of equivalent work experiences for degree Demonstrated literacy in Microsoft Office Suite (Outlook, Word, Power Point, Excel) Strong people management skills Excellent organizational, interpersonal, written, and verbal communication skills Ability to perform comfortably in a fast-paced, deadline-oriented work environment Ability to successfully execute many complex tasks simultaneously Ability to work as a team member Ability to work independently Ability to research, evaluate, analyze, resolve, and present solutions to problems Attention to detail Proactive in identifying and addressing issues Ability to obtain ITIL V4 Foundation Certification within 6 months of placement. Candidates that do not meet the required qualifications will not be considered. Preferred Qualifications Experience with contact center and data research Ability to read and interpret process and workflow diagrams and work instructions Ability to manage changing priorities within a highly dynamic environment Ability to work well under deadlines Strong organization skills, ability to handle multiple tasks or projects Thank you for understanding and your help.

Rate :

$20-24/Hr. #cjpost group id: 10238000 Apply now