Junior QA - Kforce Inc.
Juno Beach, FL 33408
About the Job
- Perform routine audits of customer support interactions to ensure adherence to quality assurance policies and procedures
- Documenting quality assurance activities and creating audit reports
- Communicate quality assurance policies and procedures to support associates
- Communicate support associate performance to the quality team and make recommendations for improvement
- Investigate deviations from standards
- Executes call quality evaluations monthly for Company and third-party vendors
- Creates and maintains quality questionnaires for call observation forms
- Plans and hosts quality calibration session with Call Center Supervisory team and third-party vendor representatives to ensure consistency
- Develops and maintains QA reporting for distribution to staff and department management team
- Ensures agent reports are accurate to support agent performance and department goals
- Provides agent coaching that support all customer growth initiatives
- Meets with agents individually and in small groups to train and clarify process questions
- Identifies prevalent trends, presents supporting information with analysis, and recommends process improvements to training and management teams
- Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk
- Performs other job-related duties as assigned
Requirements:
- High School diploma/GED
- Experience: 3+ years
- Associate's degree
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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