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Quality Assurance Specialist in Memphis, TN at American Home Shield

Date Posted: 3/26/2018

Job Snapshot

Job Description

Monitors and evaluates the quality of inbound and/or outbound interactions with customers. Documents quality issues and scores performance measures. Documents and provides feedback for improvement to internal customers and management. Organizes, analyzes, and summarizes quality monitoring data and prepares recommendations for improvement of business processes and procedures.

Responsibilities
1. Monitors and evaluates the quality of inbound and/or outbound interactions with customers
2. Documents quality issues and scores performance measures for management review
3. Documents and provides feedback for improvement to internal customers and management
4. Reviews monitoring standards, processes and procedures
5. Researches and validates quality monitoring results for presentation to management
6. Organizes, analyzes, and summarizes quality monitoring data and prepares recommendations for improvement of business processes and procedures
7. Participates in quality measurement calibration sessions

Education and Experience Requirements
• High school diploma/GED required; Associate’s degree preferred
• 2+ years of call center and/or quality assurance/improvement experience required, or an equivalent combination of education and experience

Knowledge, Skills, and Abilities
• Knowledge of quality assurance practices and procedures
• Analytical skills
• Written communication skills
• Computer skills with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Attention to detail
• Organization and time management

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability

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