Quality Assurance Monitoring Specialist

The Quality Assurance Monitoring Specialist will apply precise knowledge by evaluating the quality and accuracy of customer interactions against predetermined standards of performance.  The QA Monitoring Specialist will monitor and evaluate both inbound and outbound phone, email, and face-to-face customer contacts. Aiming for excellence, the QA Monitoring Specialist will be responsible for efficiently conducting monitoring while documenting trending results, identifying development needs, creating corrective action plans, and assisting with the Customer Service nesting process. This position will support frontline management in continuously improving agent performance and the overall customer experience. Works under moderate supervision, with considerable latitude for the use of initiative and independent judgment.  

Duties & Responsibilities  

Conducts quality assurance monitoring of customer encounters, performs and analyzes specific performance areas using quality monitoring system standards. Monitors areas such as product knowledge, customer contact greeting, etiquette, solving skills, closing and inclusion of all mandatory monitoring critical components.  

Monitors trainee progress and ensures that all trainees meet learning objectives, achieve performance measures, and effectiveness. Provides actionable data to various internal support groups as needed and ensures that all performance findings are communicated to management.  

Assists in developing and maintaining monitoring materials, processes, and analyzing methods; conducts research, identifies inconsistencies and makes recommendations on changes and enhancements to training and monitoring programs.  

Participates in call calibration sessions on an ongoing basis.

 

Knowledge, Skills and Abilities  

 Excellent communication (written and verbal) and interpersonal skills. 

 Working knowledge of personal computers and related software including Microsoft Office.  

 Ability to make sound decisions based on client practices with minimal assistance. 

 Ability to work in a team environment and adapt to change.  

 Knowledge of the State statute and requirements for toll violation and collection processes. 

 Ability to have a proactive approach and prioritize tasks using effective time management and listening skills.  

 Ability to find techniques, learning strategies and engaging ways to relay the same concepts.  

 Ability to assess employee performance.  

 Strong analytical skills.  

Physical Demands 

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.  

Required Education / Experience  

High School diploma or G.E.D. equivalent required from an accredited institution.  Minimum three (3) years' experience in customer service or call center environment required.  Minimum six (6) months' experience in employee development.