DEFENDERS Quality Assurance Specialist in INDIANAPOLIS, Indiana
Mission of Quality Assurance Specialist : The Quality Assurance Specialist is responsible for providing data-driven coaching and feedback to team members of DEFENDERS and its partners.
Coach, through in-person and electronic communication, call center agents to ensure success in performance and achievement of business metrics
Partner with leadership throughout the business to ensure goal and priority alignment
Utilize data to identify areas of opportunity or success at the agent and team level
Ability to learn and utilize voice analytics software
Identify potential business opportunities/threats as they arise
Participate in cross-departmental communication to achieve set goals
Ability to quickly learn policies and procedures of multiple business roles and function within the organization
Complete workload in efficient and consistent manner
Complete other duties as assigned
Background and Minimum Years Experience:
Education – High school diploma or GED required
Minimum 1+ years administrative experience
Call center quality assurance experience preferred but not required
Proficiency in Microsoft Office (Excel and Word)
Proven professional written communication skills
Must complete and pass a pre-employment drug/background check.
If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team.
Connect With Us!
Not ready to apply?for general consideration.
Job ID 2018-2964