Quality Assurance Specialist

Speed Commerce, Inc.; Las Vegas (NV); On-site; USD 60,000 - 80,000; Part time

Job summary

A prominent logistics company in Las Vegas seeks a Quality Assurance Specialist to enhance compliance with quality standards. Responsibilities include evaluating interactions across various channels and reporting on performance trends. Interested candidates must have a high school diploma and 2 years of QA experience. The role offers an entry level position with a starting pay of $17.00/hour.

Qualifications

• 2 years of Quality Assurance experience in a call center environment.
• Ability to read, write, and present information clearly.
• Ability to compute and interpret data accurately.

Responsibilities

• Evaluate inbound and outbound communications according to standards.
• Identify trends in quality assurance metrics and performance.
• Conduct meetings to discuss performance with management.

Skills

Communication

Analytical Skills

Planning/Organizing

Quality Improvement

Education

High school diploma or GED

Tools

Microsoft Applications

Company telephony systems

Job description

Join to apply for the Quality Assurance Specialist role at Speed Commerce

The Quality Assurance Specialist reflects the voice of the company brands and serves the Speed Commerce mission and core values by evaluating and scoring the quality of inbound and outbound contacts according to established standards. This position is at our corporate office in Las Vegas, NV.

Pay Range

Starting at $17.00 / hour

Essential Duties And Responsibilities

• Evaluates all interaction types, delivery channels and opportunities for consumer engagement to include phone calls, chats, emails, prescriptions, and cases.
• Employs established systematic monitoring schedule to ensure contact sampling across days, weeks, months, and contact types consistent with contractual obligations and agent performance requirements.
• Identifies and reports upon discovered trends including individual and team-wide errors or deficiencies.
• Meets consistently with clients and senior company management to present and define staff performance.
• Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills.
• Ensure the integrity and the veracity of quality standards by participating in calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis.
• Other duties as directed by management.

Critical Success Factors

To perform the job successfully, an individual should demonstrate the following competencies:

• Communication - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Computation - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Analytical - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Ability to handle confidential information.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Minimum Experience Required

• High school diploma or general education degree (GED); 2 years of Quality Assurance experience in a call center environment is required.

Tools To Have Experience With

• Microsoft Applications
• Company telephony systems
• Additional tools used for oversight in-connection with front-line staff utilization.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

Seniority level

• Entry level

Employment type

• Contract

Job function

• Quality Assurance

Industries

• Transportation, Logistics, Supply Chain and Storage