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Quality Assurance Specialist

Salary undisclosed

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  • Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
  • Documents quality issues and performance measures for management review.
  • Provides information to assist in the feedback and formal education process of individuals on the phone.
  • Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course.
  • Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.
  • Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
  • Positions at this level are expected to continuously improve the day-to-day activities/processes.
  • Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.