Quality Assurance Specialist

Description

Role Overview 

As a Quality Assurance Specialist at Infinity, you will support some of the largest brands in the world by listening to live and recorded calls of our sales and service team members. You will work within the Training and Development Team to ensure our sales and service team’s calls are up to client standards and compliant.

Requirements

Responsibilities:

• Listen to and assess sales and service calls according to established criteria to ensure quality standards are met.

• Provide coaching and constructive feedback to team members, both through the quality control system and in direct interactions, to support continuous improvement and adherence to quality standards.

• Collaborate with managers and directors as necessary to facilitate quality activities and initiatives.

• Cultivate a positive and supportive relationship with the assigned team, fostering an environment of trust and collaboration to drive performance and morale.

• Assist the training department by participating in new hire classes, sharing insights and expertise to help onboard new team members effectively.

• Adapt and thrive in a dynamic sales and service agency environment, demonstrating comfort and confidence in handling the demands and challenges of the role.

• Utilize Quality Assurance Management tools to analyze and monitor data accuracy, ensuring compliance with established quality standards and identifying areas for process improvement.

• Conduct call audits to evaluate customer and employee interactions, assess adherence to company protocols, policies, compliance, and provide actionable feedback for improving quality and performance.

Ideal Candidate & Qualifications: 

• Prior experience as a salesperson or in a sales environment, providing valuable insight into sales processes and dynamics.

• Ability to grasp and adapt to various sales processes quickly, demonstrating a keen aptitude for learning new systems and methodologies.

• Outstanding communication skills, encompassing both effective verbal expression and active listening, essential for providing clear feedback and fostering team collaboration.

• Capacity to deliver constructive feedback to team members, facilitating their growth and development while maintaining a supportive and constructive atmosphere.

• Openness to receiving feedback and willingness to engage in coaching sessions to enhance performance and refine skills.

• Exceptional time management abilities, enabling efficient task prioritization and execution within a fast-paced call center environment.

• Skilled in Quality Assurance Management tools, call auditing software, Microsoft Office Suite (Excel, Word, PowerPoint), and data analysis platforms; familiar with CRM systems, call center technologies, and reporting tools; ability to quickly learn and adapt to new software and technology platforms.

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer.

· Ability to lift up to 10 pounds, if necessary.