Summary
The Quality Assurance Rep is responsible for assisting in the support of clients, in some cases multiple clients, in the area of interaction or order quality. This position will involve work activities in many capacities including; but not limited to: conducting call auditing, leading client calibration sessions, developing proper service, sales or customer service training, and assisting in the development of both front line agents as well as management. This person leads by example the value and necessity of interaction quality.
Essential Duties & Responsibility
Other duties may be assigned.
Work directly with all Alta Team Leaders and client liaisons to ensure they are knowledgeable in performing the Alta Quality Management System (AQMS) process and any client quality guidelines.
Conduct Measurement Systems Analysis (MSA) call reviews with each team on a quarterly basis, which consists of gathering, monitoring, and reviewing calls.
Maintain records and prepare statistical reports to evaluate call quality programs and ongoing quality process improvement of specific client teams.
Confer with the client liaisons, Program and Corporate leadership and Quality Department to formulate process outlines and determine implementation methods such as individual training, lectures, demonstrations, conferences, meetings, and workshops.
Assist in the development and delivery of training modules.
Assist with the coordination and execution of coaching and quality assurance programs related to calls, customer interactions, defect rate or PPM improvement.
Assist with client presentations covering the AQMS program, interaction performance and goals
Assist with designing individual training and quality programs for new clients and/or employees.
Handles escalated (sensitive, urgent, and /or unusual) consumer contacts by following established guidelines and procedures under direction of Alta's guidelines and client procedures. Will escalate problems to the appropriate person and knows when to involve supervisors.
Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.
Leadership Responsibilities
Although this position will not have direct reports, leadership development opportunities may be presented through collaboration with company leadership as well as by gaining an enhanced understanding of Six Sigma methodologies.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Has a passion for customer service quality and ongoing improvement and development.
Excellent interpersonal, verbal and written business communication skills. Ability to establish rapport, coach and train, builds relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information. Upfront presentation skills are a must.
Strong understanding of coaching technique and training development. Proven ability to lead others both internally and externally.
Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring internal staff and customer needs are fulfilled in a timely and satisfactory fashion.
Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. Ability to remain focused and productive with tasks. Strong attention to detail and accuracy.
Solid logical decision making and troubleshooting skills with the ability…