We are seeking a Quality Assurance Specialist to support various strategic business unit (SBU) teams and leadership to assess and ensure quality of work and client compliance are achieved. As a Quality Assurance Specialist, you will work to understand client expectations and complete daily audits of team members' work in reflection. You will provide detailed documentation, reporting analytics, coaching feedback and best practices to ensure quality excellence.
Requirements
- Perform assessment of customer interactions (phone, email, chat).
- Complete regular audits of team members against Boldr’s expectations, through documentation and data reporting.
- Track, document, escalate, or resolve QA issues to meet internal and external expectations.
- Identify opportunities and provide recommendations for continuous improvement initiatives by providing feedback to the development of the team based on their assessments.
- Check compliance of each team member to processes established by the client and capture errors, le.including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy, etc.
- Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to the SBU leadership.
- Maintain focus on data integrity and producing work of the highest quality.
- Provide timely reports and data and trends analysis.
- Assess the current QA framework and provide recommendations to ensure the QA process and results are realistic and correlate with other metrics like CSAT.
- Build and create reporting outlines, QA Scorecard, QA Audit Forms, QA process guides, and templates.
- Carry out the implementation or adoption of QA tools (e.g., SolidRoad, ScoreBuddy), ensuring proper setup and documentation.
- Conduct program education classes as directed by Management.
- Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines.
- Join client-facing meetings when required to speak to QA standards and best practices.
Benefits
- Health benefits
- Paid time off
- Tuition reimbursement
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