Quality Assurance Specialist

  • location: Orlando, FL
  • type: Permanent
  • salary: $35,000 - $45,000 per year
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job description

Quality Assurance Specialist

Are you ready to join a remote call center and provide them all your amazing skills and experience? This position would be monitoring quality for a team of English and Chinese speaking Agents. If you are analytical and you are interested in improving performance and helping teams, this is for you!

Must speak Mandarin/Cantonese/English

Must have availability M-F 8am-8pm Sat 8am-5pm

If interested email your resume immediately to kyle.gierke@randstadusa.com

Responsibilities:
Maintain positive, consistent and effective communication at all levels of the organization
Drive improvements of the Customer Service Agent???s performance based on specific standards and expectations utilizing appropriate systems and tools.
Perform assigned Quality evaluations for all agents to meet monthly SLA
Perform consistent evaluations based on department standards to maintain a < 5% variance for rebuttals or client calibrations
Perform Evaluations for multiple clients and assist Supervisor on a need basis to meet all department goals.
Provide daily QM evaluations to appropriate individuals.
Identify quality trends, and provide support to Operations/Quality Assurance Management when addressing opportunities for improvement.
Collaborate with OPS Team and QA Supervisor, as necessary, to help support coaching and feedback to Representatives.
Perform other duties as assigned by Supervisor/Manager
Assists with the overall development, implementation, and presentation of the QI plan.

Working hours: 8:00 AM - 8:00 PM

Skills:
Monitoring (1 year of experience is required)
Coaching (1 year of experience is required)
Trend Analysis (1 year of experience is required)
Managing (1 year of experience is required)
Leading (1 year of experience is preferred)
Must speak Mandarin/Cantonese/English

Education:
High School

Experience:
Experienced

Qualifications:
Years of experience: 1 year

Must speak Mandarin/Cantonese/English


If interested email your resume immediately to kyle.gierke@randstadusa.com

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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