Quality Assurance Representative
- Employer
- Alorica (Tampa)
- Location
- Tampa, Florida
- Salary
- Competitive
- Posted
- Aug 27, 2015
- Closes
- Sep 08, 2015
- Industry
- Technology
- Category
- Call Center, Sales
Join the Leader in the Call Center Business!
Alorica, is currently seeking talented, motivated individuals to join our valued team of Inside Sales Associates. Qualified candidates will have exceptional communication skills, a fierce drive to succeed, and a genuine passion for helping people. As an Alorica associate, you not only work for our organization—you also work for the clients we serve. A career at Alorica allows you to explore a range of fascinating industries and proudly represent some of the world’s leading brands.
We offer a comprehensive benefits program designed to support the health, wellness and financial security of our employees, from medical coverage to generous paid holidays and vacations. Alorica’s benefits program is a vital component of your total compensation package, providing a firm foundation for today—and ensuring you and your family a healthier, brighter tomorrow
Hourly employee who performs quality review and oversight. Work is performed under broad supervision.
Job Functions
% Time
Quality Effectiveness & Evaluation
75%
Needs Assessment
20%
Training Development and Delivery
5%
Key Job Responsibilities
· Maintain a thorough knowledge of Alorica’s programs, policies, and technology
· Monitor a minimum of twenty calls per day per TSR/CSR, per assigned shift. Exceptions due to program headcount, extenuating circumstances, or other critical deliverables must have prior approval from TQM
· Maintain accurate and sufficient documentation of TSR/CSR calls including positive observations, as well as areas of needed improvement
· Facilitate and/or participate in client and internal calibrations and provide post-calibration summary
· Provide ongoing QA Call Evaluations to the appropriate Operations Manager/Supervisor
· Tape presentations as required for counseling sessions and client review
· Parsing and mining data for interpretation and analysis
· Putting together reports to identify results and trends
· Maintain orderly environment ensuring the QA Booth has the correct scripts, responses, and the appropriate support materials, floor map and seating charts
· Participate in answering live calls, handling problem calls, and coaching representatives as required by the program
· Must be PACE-certified if assigned to a program that requires QARs to provide coaching to agents
· Document coaching appropriately and forward feedback to Operations for tracking
· Perform other duties as assigned by the Training and Quality Manager
Other Related Duties
· Must remain updated and become a subject matter expert in the program
· May stand in as substitute to the Program Trainer as the need arises
· Must take a minimum of 4 hours of phone time per month, preferably 1 hour per week, to remain up to date and calibrated on the program changes and needs
Qualifications
Job Requirements
Minimum Education and Experience:
· An Associates Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 year related work experience
· Experience (2+) years in a call center environment.
· Some prior supervision experience preferred
· Certain requirements may be waived only upon approval of the Hiring Manager
Knowledge, Skills and Abilities:
· Ability to monitor and record improvements in performance
· Ability to provide feedback and demonstrate a variety of coaching methods
· Ability to write reports, and business correspondence
· Ability to communicate effectively and professionally, both orally and in writing
· Ability to build and maintain effective working relationships
· Strong attention to detail
· Minimum of Average working proficiency in MS Office applications particularly MS Excel, MS Word, MS Powerpoint, and MS Outlook, and various web browsers
· Knowledge in recording applications (Verint, NICE, etc.) preferred but not required
· Knowledge in Learning Management Systems (LMS) preferred but not required
We at Alorica are proud to be a part of a company which does great work while providing an enjoyable and supportive environment.
Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.
D/V/F/M EOE