Quality Assurance Specialist
Job Details
Lighthouse Works - Orlando, FL
High School
QA - Quality Control
Basic Functions

Lighthouse Works is a social enterprise non-profit, which means our businesses exist to forward and fund our mission of living, learning and earning with vision loss. Lighthouse Works believes in: Exceptional service and employing skilled, and qualified individuals who are mission-driven and values-based.

 

We have a full-time opportunity for a bilingual (English & Spanish-speaking) Quality Assurance Specialist. The Quality Assurance (QA) Agent is responsible for monitoring and assessing Customer Service calls for quality, efficiency and performance. The Quality Assurance (QA) Agent will monitor inbound/outbound calls and assess associates' demeanor, technical accuracy, customer service/sales performance, conformity to company policy and procedures. Ideal Quality Assurance (QA) Agent is a team-oriented individual who is driven to assure that professionalism, productivity and quality are maintained and continually improved throughout the organization.

 

Essential Job Requirements

  • Reviews quality of work and performance of Customer Service Reps through live monitoring and use of call recording system and applications.
  • Uses quality monitoring system to compile and track performance at team and individual level.
  • Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision, as appropriate
  • Clearly understand daily workflows across all Contact center areas
  • Research and follow up on corporate escalation concerns
  • Score each interaction audited and provide quantitative and qualitative results on established criteria, such as service knowledge, use of scripts, customer service aptitude, active listening and diction, and efficiency, among other measures
  • Adhere to department policies and procedures
  • Perform other duties as assigned.
Qualifications

Education:

  • High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred.

Experience:

  • Previous experience in a call center environment preferred
  • Agent level campaign experience preferred

Demonstrated Knowledge and Skills:

  • Skills in creating an atmosphere conducive to customer friendly relations by providing memorable, courteous, friendly and prompt customer service.
  • Ability to show courtesy and respect to all customers and agents.
  • Ability to be a team player.
  • Ability to handle multiple tasks in a fast pace environment.
  • Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues in a tactful and professional manner.
  • Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
  • Embodies commitment to organization’s core values and seeks ways to share it.
  • Ability to handle sensitive/confidential information with discretion.
  • Exercises good judgment.

Physical Demands:

  • Work in an office environment with frequent lifting, carrying, pushing, and/or pulling of objects and materials up to 10 lbs.
  • Extended periods of oral communication.
  • Extended periods of time at keyboard or workstation.
  • Frequent typing and operation of keyboard equipment such as computer, calculator, etc.
  • Read/access forms, instructions and technical information. Will be working under tight deadlines.
  • Frequent placing and turning motions such as sorting, filing and retrieving.
  • May include twisting, bending or reaching.

Requirements:

Must pass Level II background check

 

Flexible Schedule – Ability to work flexible hours as needed.

 

This position may require employee to be legally blind to meet our State, Local or Federal contractual obligations. Employee must provide documentation from physician of legal blindness. Legal blindness is defined as: “Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees.” These conditions are based under the federal Javits-Wagner-O’Day work program for legally blind individuals.

 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

 

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law

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