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CUORE Contact Center Quality Assurance Specialist in Richmond, Virginia

Quality Assurance Specialist

Minimum Experience: Mid-Level

Type of Position: Full Time Remote

Must have a computer that meets requirements and passes IT certification.

JOB DESCRIPTION:

Performs call monitoring and provides trend data to the management team. Uses quality monitoring data management system to compile and track performance at team and individual levels. Provides feedback to call center trainers, performance coaches, and supervisors. Prepares and analyzes internal and external quality reports for management staff review. Participates in calibration calls with clients on a weekly basis.

QUALITY ASSURANCE (QA) SPECIALIST DUTIES:

  • Assists in developing agent's performance through QA feedback from calls, individual coaching plans, evaluating sales performance

  • Prepares QA forms to be delivered to agents

  • Project requests from clients/management

  • Participating in weekly client calibration calls

  • Sales floor support

KEY COMPETENCIES:

  • Excellent oral, written, and interpersonal communication skills

  • Exceptional listening and analytical abilities

  • Intermediate level of expertise with PC Hardware, Software and Internet Technology

  • Proficient in Word, Excel and Google Docs

  • Strong knowledge of customer care and sales techniques

  • Self-motivated and demonstrated ability to work well in a team environment

  • Must be able to meet performance goals daily and weekly

  • Live monitoring Inbound/Outbound calls and providing feedback

Must have own computer that meets the following specifications:

  1. Download Speed 20 Mbps (minimum)

  2. PC (Not a MAC)

  3. Windows 10 Operating system

  4. Intel Core i5 Processor

  5. 8Gb Memory (RAM)

  6. 256Gb Hard Drive (Storage)

  7. 1 USB Type A 2.0

  8. 1 RJ-45 Connection (Internet Ethernet Cable)

  9. Personal Wired USB Headset with Microphone

  10. Cannot use WiFi for taking/making calls. Must use ethernet cable.

Please send your resume to Te?Aria Bennett at: tearia.bennett@cuoregroup.com

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