Quality Assurance Specialist

Los Angeles, California, United States | Call Center Sales & Customer Service | COVID-19 remote

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The Viking Contact Center QA Specialist is responsible for evaluating the performance of Viking’s departments that deal directly with our customers via phone, chat, messaging, and email. The QA Specialist will monitor inbound calls, outbound calls, and chats in order to assess the sales process, technical accuracy, customer service, company policy and procedures. The position is also responsible for taking part in weekly meetings with the training team to identifying call center best practices for fine tuning trainings.  

Responsibilities:

  • Monitor and measure customer interactions using the Genesys Purecloud Quality Management
  • Build and evolve evaluations for reviewing calls
  • Evaluate recorded calls based on various criteria (e.g. compliance and accuracy of information)
  • Provide insightful and detailed information on evaluations
  • Supply detailed reporting to Call Center management on a weekly, monthly, and quarterly basis
  • Quality check information, product knowledge, policies, and procedures
  • Interact with Trainers, Coaches, and management to calibrate the review processes
  • Suggest actions for improvement for individual agents to supervisors and management
  • Provide feedback on sentiment and phrases for speech analytics
  • Meet with Supervisors, Coaches and Trainers on actions plans
  • Build reporting on contact center trends, scoring, and based on ad hoc requests
  • Miscellaneous duties as assigned

 Skills & Experience

  • 1-3 years of prior call center experience with mentoring, coaching, monitoring, or supervisory responsibilities
  • Preferred experience with Genesys Purecloud Performance and Quality Management
  • Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management
  • Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines

Requirements

  • Availability to work variable shifts, Monday through Friday with some weekends. Some travel required.
  • Preferred Bachelor’s Degree or equivalent in relevant work experience
  • Proficient with Microsoft Suite of products (Word, Access, Excel, Power Point, Outlook)