quality assurance specialist.

ing and potential customers. The QA will monitor inbound calls to assess associates' demeanor, accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the
overall Shore Excursions Group (SEG) customer experience.

Responsibilities:
Conducts compliance audits for quality, accuracy and adherence to standards and
processes.
? Monitors and analyzes calls on an ongoing basis, and as requested, to prepare data for
required reports.
? Performs other duties as assigned, such as but not limited to--ad-hoc reporting and
analysis, quality assurance projects, process and procedure creation or modification,
and hosting training/coaching sessions with the team or as an individual.
? Establish the groundwork necessary for additional resources to be added to the Quality
department in the future by assisting in implementing policies and procedures to
maintain the highest standards in quality throughout the production floor.
? Provides ongoing feedback and coaching to call center staff based on call performance
and company standards
? Use quality monitoring data management system to compile and track performance at
team and individual level.
? Provides feedback to call center team leadership.
? Prepares and analyzes internal quality reports for management staff review.

Working hours: 9:00 AM - 6:00 PM

Skills:
N/A

Education:
No Degree Required

Experience:
1-4 years

Qualifications:
2-3 years call center quality assurance experience
? Excellent verbal, written, and interpersonal communication skills
? Excellent coaching and training skills
? Excellent organization and time-management and skills
? Strong analytic and presentation skills

? Outstanding customer service skills and dedication to providing exceptional customer
care
? Must be self-motivator and self-starter
? Must be able to effectively deal with people at all levels inside and outside of the
company
? Must adapt well to change and successfully set and adjust priorities as needed
? Proficient with Microsoft Excel and Google Suite applications


Apply online today!

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Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including health, and an incentive and recognition program (all benefits are based on eligibility).

For certain assignments, Covid-19 vaccination and/or testing may be required by Spherion's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Spherion representative for more information.