Quality Assurance Specialist

Assist Contact Center Management with developing and conducting Quality Assurance processes and programs including those pertaining to Quality Monitoring evaluations and Customer Satisfaction Surveys. Assist in coordinating the implementation of Quality scorecards. Evaluate customer service interactions to ensure they meet the established quality criteria. Assist in developing and coordinating the launch of Quality Assurance related scorecards. Assist in monitoring, evaluating and scoring customer service interactions including those pertaining to customer phone calls, emails and special projects from the Client. Provide qualitative and quantitative feedback on compliance, customer service skills and transactional accuracy to Leadership and staff. Assist in coordinating the use of and functions with all key QA/QM technologies. Participate in calibration sessions to better understand our process and assist in aligning our evaluations forms. Assist in the development of a Quality Assurance function that thrives on feedback from three vital sources - Minimum of one year of experience in a customer service call center environment dealing direct with the public. Minimum of one year experience working in a quality assurance related role is preferred. Excellent written communication skills including proficiency in typing business correspondence via email. Effective keyboarding and computer skills with the ability to type 50 wpm. High school diploma or GED required. Continuous vocational training, college coursework or a college degree preferred Serve as the first point of contact for customers seeking first level technical assistance over the phone or email. To work remote, individuals must meet all of the established Remote Worksite Requirements including those pertaining to Technology. In General: Individuals must provide and use their own wired headset at all times. Individuals must provide their own internet access and use a wired connection. Individuals must reside in the greater Chicagoland area. The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space. The workspace should be a dedicated location where they can work unencumbered daily. The individual should be able to complete all tasks and/or service their customers with minimal distractions and that will not interfere with the normal course of business or work. Ideally, the remote workspace will be dedicated for the sole purpose of performing the duties of the job and isolated from other people who might share the same physical space. People, pets and noises in the background should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service. The remote worksite should be at the same location each day. The remote worksite should not be located outside of the standard geographical working radius that has been approved for the remote role and/or the project.