Job details
Salary $16.37 an hour job type full-time temporary number of hires for this role 10+
Qualifications
High school or equivalent (preferred)
Full job description
Quality assurance specialist work from home
Why work for savilinx?
At savilinx, we help people! people just like youIt is not just our job; it is our mission! as a quality assurance specialist (phones), you will evaluate numerous calls each weekIf you are detailed-oriented, enjoy working in a fast-paced environment and enjoy helping others we would love to speak with you!
Founded in 2013, we have an amazing story! savilinx is a women owned and hubzone certified business that has been listed on the inc5000 list of fastest-growing companies in 2017, 2018, 2019, and 2020!
Join the savilinx family and you’ll enjoy:
Full time, benefit eligible positions.
Employee benefits include medical, dental, life, vision, 401(k) with company match, pet insurance and generous paid time off.
Very competitive wages and additional pay for performance.
100% paid training.
Opportunities for advancement and professional development.
Overview:
The quality assurance specialist is responsible for evaluating numerous calls per weekThis position will enter evaluations of calls into call monitoring systems and provide feedback to supervisors and agents regarding any failed calls in a timely manner.
Our guiding principles:
Make every interaction count
Act with respect and integrity
Demonstrate passion for continuous improvement
Be worth of trust from all stakeholders
Essential functions:
Demonstrates ability to work in accordance with the savilinx guiding principles.
Exemplifies the savilinx guiding principles in all aspects of work.
Oversees employee performance via recorded monitoring and case audits or training measures.
Monitors process performance (gaps) via recorded monitoring and case audits.
Analyzes trend report data from audits and develops/manages weekly improvement plans.
Develops and improves upon training for existing contracts.
Maintains proper documentation of call performance and associated corrective measures as applicable.
Provides training to and partners with operations management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.
Assists with development of the call center training and quality assurance process.
Partners with team supervisors to ensure agents meet savilinx and client key performance indicators (kpi’s).
Collaborates with supervisors to establish a positive team environment.
Conducts calibration meetings with internal and external stakeholders.
Stays up to date on new products, procedures and marketing initiatives.
Documents agent performance and feedback.
Maintains proper documentation of call performance and associated corrective measures as applicable.
Ensures that the quality of all new hire paperwork meets or exceeds all requirements for accuracy and timeliness.
Works on a variety of assigned projects.
Follows all safety, ethics, human resources and security policies and procedures.
Demonstrates excellence in punctuality and attendance.
Adheres to all covid safety measure while in the facility.
All other duties as assigned.
Regular and consistent attendance is an essential attendance is an essential function of the job.
Expected workdays/hours:
The quality assurance specialist must be available and willing to work as directed by the client and /or savilinx, based on operational needs, and have flexibility to work variable hours, including evenings as neededHowever, the company reserves the right to change the expected workdays/hours with or without notice.
Qualifications:
The successful quality assurance specialist candidate will possess and demonstrate:
Experience in a quality assurance environment in a call center or the service industry experience preferred.
Excellent customer service skills.
Excellent communication skills both written and verbal.
Ability to read and write clear and understandable instructions.
Good problem solving & decision-making skills.
Ability to handle multiple tasks at a time.
Considerable expertise with excel and word.
Candidates must be service oriented, self-confident, and dependable.
Ability to meet/exceed all deadlines.
High school diploma or equivalent.
Minimum 1-2 years customer service experience preferred.
Must be able to use pc and have knowledge of word, excel and outlook.
Must be self-motivated, detail oriented.
Must work with a high sense of urgency in a fast-paced environment.
Must be effective and efficient working in a team environment.
Must be effective and efficient providing constructive feedback.
Must be effective and efficient working in a team environment.
Must be effective and efficient providing constructive feedback.
Minimum 1-2 years customer service experience preferred.
Experience in a quality assurance environment in a call center or the service industry experience preferred.
Other duties:
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this jobDuties, responsibilities, and activities may change at any time, with or without notice.
Equal employment opportunity
Savilinx, llc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Eoe/veteran/disabled
Physical/environmental demands:
Sedentary work that primarily involves sitting/standingGeneral, office (or home office) environmentNo adverse environmental conditions expected.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Remaining in a stationary position, often standing or sitting for prolonged periods
Adjusting or moving objects up to 15 pounds in all directions.
Communicating with others to exchange information.
Repeating motions that may include the wrists, hands and/or fingers.
Assessing the accuracy, neatness and thoroughness of the work assigned.
Classification: non-exempt (hourly)
Reports to: supervisor
Job location: ms
Education
Preferred
High school or equivalent
Job types: full-time, temporary
Pay: $16.37 per hour
Benefits:
401(k)
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance
Work from home
Schedule:
Monday to friday
Education:
High school or equivalent (preferred)
Work location:
One location
Work location: one location
