Quality Assurance Representative

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 to problem solve in a timely and effective manner. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer. Knows when to involve supervisors. 

• Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements. 

• Embraces change and is flexible to the needs of the business and team. 

• Proven ability to meet deadlines and key metrics, work independently, as a team player and role model, and deliver results in a fast paced, team based environment. Must be willing to assist and coach teammates and build strong relationships to achieve company and department goals. 

• Ability to accept and apply coaching and feedback from leadership. 

• Proven track record of reliability and a strong work ethic is a must.  

EDUCATION and/or EXPERIENCE   

• High school diploma or equivalent (GED, HSED) required. Associates’ degree is preferred. 

• Two to three years of stable relevant work experience is required. Experience handling escalated/difficult/sensitive customer issues in a diversified, complex environment is desired.  Sales, training, or member retention experience is a plus. Experience coaching, managing, and/or training world class customer care teams via multiple communication channels are preferred. Industry experience or any other service related industry experience is highly desired. 

• Proven ability to quickly learn complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment.  Intermediate to advanced knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is required. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. 

TECHNOLOGY SKILL BASE  

This position requires a working knowledge of computer technology that includes, but is not limited to: Intermediate to Advanced Word, Excel, PowerPoint, and Microsoft Outlook.  Must be able to effectively and efficiently utilize multiple Internet search windows.  Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources. 

LANGUAGE SKILLS  

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry. 

REASONING ABILITY  

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.) in its most difficult phases.  Ability to deal with a variety of abstract and concrete variables. 

Work Environment 

Alta Resources is an equal employment opportunity employer.   

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Due to the nature of this work individuals may be required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.