Title: Quality Assurance Coordinator

Employee Status: Regular Full Time

Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

FLSA Status: Non-Exempt

Job Overview:

The Quality Assurance Coordinator is responsible for providing the training and development of our customer service team. The role requires a high degree of analytical and problem-solving skills. The Quality Assurance Coordinator must be a highly organized, motivated, responsible self-starter with excellent time management skills. The successful candidate oversees performance daily and remediates where necessary to ensure functionality, utilization and availability.

Essential Functions:

• Provides general supervision to ensure the performance of all personnel, services and/or technology.
• Monitors call quality.
• Identifies and documents staff phone skills
• Trains, develops, updates, and creates training curriculum(s).
• Assists with recruitment efforts when necessary.
• Generates reports as needed.
• Other duties as requested.
  

Qualifications:

Minimum Requirements:

• Education (minimum): High school Degree or Technical Certification
• Experience: A minimum of three (3) years of experience in a call center environment with a focus on customer account data, updating online files, and responding to and/or resolving customer inquiries via phone or paper.
• Strong customer service skills.
• The ability to maintain a polite, professional and courteous demeanor at all times. 
• The ability to maintain customer confidentiality.
• Proficient with MS Office suite.
• Other: Ability to follow established practices and procedures.Available to work weekends, holidays and any shift between 9 AM and 11 PM. Additional days and hours as required

Summary of Physical Requirements and Work Environment:

This is a desk job with no special physical demands.

Pay Range / Salary: $26.00 per hour based on a 37.5 hour work week