Call Quality Assurance Specialist / Call Quality Analyst / Voice Quality Assurance Specialist

Hello Professionals, I hope you are doing well!

This is RASHEED AKBAR from "Amaze Systems Inc." and I have the following position. Please let me know if you are interested / have anyone. Thanks!

POSITION#: 1030350

Position: Call Quality Assurance Specialist / Call Quality Analyst / Voice Quality Assurance Specialist

No of Positions: 5
Work Location: Augusta, Georgia (Onsite from Day-1)

Duration: Long Term Contract

Client / Implementer: Coforge USA

Required Skills: Min. 2 years of experience in a call quality assurance, Customer service principles and practices, Microsoft Office, Banking or Financial services environment etc.

Shift Timing: Rotational Shift & Weekend flexibility with 40 hours a week (Day Shift: 9-7PM EST & Night Shift: 7-9AM EST)

Pay Rate: $22-24/hr on W2 (depends on experience)

Job Description: As a Quality Assurance Specialist Voice Program, you will play a crucial role in maintaining and enhancing the quality of our customer service operations. Your primary focus will be on monitoring, evaluating, and reporting on the voice interactions between our agents and customers. By ensuring adherence to our high standards and compliance with banking regulations, you will help uphold our commitment to providing exceptional service to all Client's Consumer Clients.

Qualifications:

• Minimum of 2-3 years of experience in a quality assurance role, preferably within a banking or financial services environment.
• In-depth knowledge of customer service principles and practices, with a strong focus on voice interactions.
• Familiarity with banking laws, regulations, and guidelines, with a specific emphasis on consumer banking products and services.
• Excellent communication skills, both verbal and written, with the ability to provide constructive feedback effectively.
• Strong analytical and critical thinking skills, with a keen eye for detail.
• Proven ability to influence and work collaboratively across various departments.
• Results-driven, with a proven track record in improving service quality within a team environment.
• High level of proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
• Flexibility to work a rotating schedule, including evenings and Saturdays, as required.

Responsibilities:

• Conduct quality audits on phone, email, and direct messaging interactions between customer service agents and clients, ensuring each interaction meets or exceeds our quality standards.
• Provide detailed feedback to customer service agents and management on performance, identifying areas for improvement and training needs to enhance service quality.
• Support the Tier 1 Shared Resources team by offering insights and feedback for escalation support.
• Act as a subject matter expert on consumer products, services, and systems, ensuring that all quality assessments are grounded in comprehensive product knowledge.
• Partner with training departments to develop and refine training programs based on quality assessment findings.
• Ensure compliance with all Client's Capital Bank policies, procedures, and regulatory guidelines through diligent quality monitoring.
• Collaborate with client onboarding specialists to ensure a seamless transition for customers, emphasizing quality from the initial stages of customer interaction.
• Utilize advanced organizational skills to manage and prioritize quality assurance tasks effectively.
• Engage in continuous learning to stay updated on changes to consumer products, services, and regulatory requirements, incorporating these changes into quality assessments.
• Champion the customer experience by identifying trends in service interactions and recommending improvements.