Quality Assurance Specialist
Job Details
Lighthouse Works - Orlando, FL
Full Time
High School
None
QA - Quality Control
Basic Functions

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities in Central Florida for blind and visually-impaired working-aged individuals. Lighthouse Works also exists to drive real business, for real customers, and to support and grow the rehabilitation training at Lighthouse Central Florida.

 

We are seeking a Quality Assurance Specialist who 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, and conformity to company policy and procedures. An ideal Quality Assurance (QA) Agent is a team-oriented individual who is driven to ensure 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 call recording system and applications.
  • Uses a quality monitoring system to compile and track performance at team and individual levels.
  • 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 and vocational/technical training are 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 outstanding, 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 tactfully and professionally.
  • Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
  • Embodies commitment to the organization’s core values and seeks ways to share them.
  • Ability to handle sensitive/confidential information with discretion.
  • Exercises good judgment.

 

Physical Demands:

  • Work in an office environment with frequent lifting, carrying, pushing, and pulling objects and materials up to 10 lbs.
  • Extended periods of oral communication.
  • Extended periods 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.

 

For employees living with visual impairments, you must provide documentation from a 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 on the federal Javits-Wagner-O’Day work program for legally blind individuals. 

 

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

 

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

 

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

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