Quality Assurance Representative

The Quality Assurance Representative (QAR) reports to the Director of Quality Assurance Manager or Supervisor. The QAR is responsible for partnering with Training, Operations Team Members, Account Executives and Clients to ensure that all quality metrics are achieved, that Best Practices are followed, and that World-class Customer Service is being delivered to our Client's Customers in every interaction.

Responsibilities:

• Performs contact monitoring and provide trend data to the account's internal Management Team
• Sends immediate alerts via email notifying the account's internal Management Team of poor performance and trends
• Participates in meetings with Management to inform and discuss individual and team performance
• Track quality scores, trends, commitments and program updates
• Host internal and external calibration sessions

Requirements:

• High school diploma
• Minimum of 1 year in customer service, quality assurances, or investigative environment.
• Must type a minimum of 45 words per minute.
• General computer and software experience (word processing, database software, and spreadsheet).
• Strong written and verbal communication skills.
• Excellent interpersonal and organizational skills.
• Critical thinking and problem resolution skills.
• Attention to detail. Ability to meet deadlines.
• Self-motivated. Superior customer service skills.
• Must be able to work independently in a fast-paced/multi-tasked environment and understand the concept of customer service and success.

Salary & Benefits:

• Opportunity to drive performance
• Create relationships between departments
• Work schedule is Monday - Friday
• Off on all company paid holidays

The compensation for this position includes a competitive hourly wage, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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