Quality Assurance Specialist - Work from Home

Company: Harte Hanks
Location: Sugar Land
Posted on: August 26, 2020

Job Description:

Job Description: Now Hiring Seasonal Quality Assurance Specialists Work From Home Who We're looking For We are looking for energetic and passionate individuals to join our team and assist our client's customers with one call problem-solving resolution. You'll have the opportunity to work with talented and motivated people who bring together expertise, insight and a shared ambition of creating the best work, every time. What You'll Do As a Work-at-Home team member, you get the flexibility to balance work and life while having access to all the tools and resources you need to deliver above average customer experiences. So, what are you waiting for?! WE are waiting to hear from you to guide you to your next great career opportunity! Job Overview Primarily supports internal Team Members in answering customer interactions. Assist Operations Supervisor, training and analyze work to determine the root cause of defects to prevent recurrence of the issues and quality problems. The Quality Lead uses data collected from monitoring and testing procedures to determine the cause of quality and efficiency issues. Monitors Team Member transaction for all channels (calls/ e-mails / chat) or any back-office work and provides the feedback to Operations for improvement. Ensures the delivery of quality customer service delivered through any channel by the Team Members. Job Responsibilities * Offer operational assistance to contact center Team Members. * Able to take Escalation Calls if a Supervisor is unavailable, listen and grade Licensed Sales Calls, provide feedback to Management on what is working and not working. * Analyze quality inspection data to find specific types of quality problems the department or company is experiencing. * Expected to take calls on Medicare Advantage and Individual/Family LOB's to maintain proficiency and particularly during any high-volume times. * Provide daily direction and communication to Team Members so that customer service calls are answered in a timely, efficient and knowledgeable manner. * Make recommendations to improve the production process based on findings from quality analysis. * Monitor and audit transaction for all channels (calls/ e-mails / chat) or any back-office work made by customer interaction Team Members against internal and/or external quality guidelines, standards, policies and procedures to deliver accurate and quality information to Operations, Training and to respective clients. * Update quality reports for the account by retrieving and updating the respective files and data. Maintains the QA department files for updated and accurate reporting of quality assurance data. * Ensures customer interaction Team Member quality scores are in compliance with external client quality guidelines and that issues highlighted in analysis are addressed. The Perks * No need to commute * Flexible work schedule * Work in the comfort of your home * Have a better work-life balance All agent positions are work from home. Equipment requirements are listed below. Equipment Qualifications * Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor * Computer Type: PC compatible (no MACs) * Minimum OS Version: Windows 10 (with all recent updates) * Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors * Minimum RAM: 4GB or greater * Minimum Graphic Resolution: 1024x768 * Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required) * Monitor Size: 17 inches or larger * Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version) * Internet Connection: DSL, cable, or fiber optic (no dial-up, satellite, or 4G wireless connections) * Internet Speed: High Speed internet access, 5MBPS upload/download minimum * Anti-virus Software: Must be on current version * Headset: PC headset, preferably with noise cancelling microphone A Culture of You We have a culture of helping you achieve, but also a culture of encouraging you to be you. Our employees are one-of-a-kind individuals, and we encourage you to bring your whole self to work each and every day. Even more, this role doesn't have to be seasonal. These positions are where we first look for more permanent positions, and a lot of our tenured employees came from seasonal roles. We're fast-paced and growing, which means your career can be too.

Keywords: Harte Hanks, Sugar Land , Quality Assurance Specialist - Work from Home, Other , Sugar Land, Texas