Call Center Quality Monitoring Associate

Description of Quality Assurance (QA) Associate:

 ito Fast growing Call Center is hiring  a Call Center Quality Monitoring Associate responsible for all activities involving quality assurance and compliance with applicable regulatory requirements. The Associate will analyze telephone conversations, data, and documentation to ensure that all products/controls/processes are in accordance with the company's quality assurance program.

Responsibilities:

• Responsible for the daily monitoring, reporting, and strict adherence to a quality assurance program. Independently, retrieves, reviews and analyzes telephone conversations and data to ensure compliance to internal policies, client needs and governmental regulations.
• Reviews standards, policies and procedures for all functions and departments involved with or related to the production of all products.
• Identifies differences between established standards and actual practices. Collects data and provides written documentation, telephone recordings and is able to verbally support and communicate any concerns/issues/exceptions identified.
• Ensures data integrity and timeliness of daily reporting. Documents findings and completes reporting using Internal/Client systems, Microsoft Office applications, etc., using QA established processes.
• Identifies barriers and root causes of QA issues and performance gaps. Provides recommendations/solutions to issues as identified. Suggests modifications to processes/procedures to conform to standards/expectations.
• Reviews and resolves quality control problems/concerns with the Quality Assurance Manager and others including clients, customers, quality control personnel and any personnel related to production
• Documents, reviews and periodically updates the QA standards and procedures for QA functions performed.
• May be responsible for receiving, reviewing and resolving customer complaints.
• May provide training of new QA Associates when needed.

Requirements of Quality Assurance (QA) Associate:

• A Bachelor's degree from a recognized institution and/or equivalent business experience (1+ years of Quality Assurance experience preferred).
• Energetic team player, who demonstrates a strong Customer Service and Quality orientation. Must be comfortable in working in an evolving role and be able to learn new processes/systems quickly.
• Must be detailed oriented and be comfortable in working repetitive tasks (e.g. products/requirements are different ; however, QA service, process and expectations remain consistent). Possess ability to meet performance and service expectations.
• Strong self- starter. Extensive organizational, accuracy and attention to detail skills. Experienced in working both independently and in a team-oriented, collaborative environment.
• Position requires excellent verbal and written communication skills, and the ability to work well with customers, clients, management and other co-workers.
• Exercise good judgment, apply common sense and possess the ability to handle ambiguity and multiple QA assignments (e.g. QA varies by program scope). Must be able to handle and maintain confidential information within authorized personnel only.
• Must be flexible in working varied shifts when required.
• Excellent oral, written and interpersonal communication skills.
• A high level of computer literacy, current working knowledge of Microsoft Office applications (strong Outlook, Word and Basic Excel skills ) and the ability to gain knowledge of Company computer software/programs.
• Experienced and proficient in MS Software Applications, and other office equipment
• Good reasoning ability is required to solve a wide range of business problems

Additionally, the position will require:

• strong attention to detail and judgment skills
• the ability to quickly "grasp" new products/expectations
• the ability to work with multiple individuals in a fast paced organization.

Candidates should have previous Quality Assurance experience. The QA Associate will contribute in creating improved service levels, lower operational costs and ensuring compliance to internal and governmental regulations.

Keywords: QA, QC, quality control, quality assurance, ISO 9000, ISO 9001, QS9000, SPC, statistical process, stats, statistics, AS9000, AS9100, TQM, total quality management, six sigma