Quality Assurance Specialist |
| Sep. 03, 2008 - Sep. 10, 2008 |
| Location: | Auburn Hills, MI |
| Salary Range: | $13.00 Per hour |
| Exempt/Non-Exempt: | Non-Exempt |
| Benefits: | Medical, Dental, Vision, Long term disability, Short term disability, Life insurance, 401K |
| Type: | Full Time |
| Department: | Operations |
| Description: | The Quality Assurance Specialist is individual producer who applies a broad knowledge of program expertise and trend analysis. Provides functional and technical expertise to formulate Quality Assurance objectives; devises or modifies procedures to solve processing compliance issues. The Quality Assurance Specialist is competent to work on complex efforts, and perform a full range of analytical and/or professional activities. Generally works under difficult deadlines and often handles heavy workloads, operating with only general supervision. Provides functional and project leadership on an ongoing basis to less experienced personnel. |
| Duties: | * Performs day to day Quality Assurance activities for all client relationships within DMI.
* Communicates effectively with supervisors and customer service agents.
* Monitors a statistically valid sample size of calls for each client.
* Objectively communicate information gathered.
* Weekly/Monthly trend tracking by client.
* Corrective Action Reporting for immediate feedback.
* Actively listen to recorded and live calls.
* Occasionally may provide guidance to and assist in the training of less experienced staff.
* Ensures data compilation, report generation and accompanying analyses are completed and provided in a timely manner.
* Routinely provides guidance to and assists in the training of less experienced staff.
* Manages the data compilation, report generation and accompanying analyses to ensure completion and distribution of such materials/information in a timely manner.
* Prepares miscellaneous associated reports, charts and graphs on program(s), project status and makes presentations to management as appropriate.
* May assist functional management in the performance of special assignments and projects in support of Dialogue Marketing’s strategic planning efforts.
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| Qualifications: | * Required knowledge of Quality Monitoring processes
* Previous call center experience required
* Some college perferred
* Postitive attitude a plus |
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