Associate Quality Assurance Coordinator

Overview of Position

The Associate Quality Assurance Coordinator is a key position within our growing Miami office. As an Associate Quality Assurance Coordinator, you'll be a problem solver who likes to think on their feet and enjoy challenges. You will thrive in a fast paced and changing environment while identifying training and development needs for our Customer Service call center reps. You will be passionate about customer service, you'll listen, solve problems, answer questions and work to find a resolution.

What will be my duties and responsibilities in this job?

• Identify QA deficiencies through root cause analysis.

• Partner with Training and Management to identify programs that reduce errors, and improve both individual and department results.

• Develop tools, resources, and job aids to improve individual and overall results.

• Balance priorities to achieve deadlines and key target expectations.

• Provide statistical data and patterns of top errors by client, product/benefit, and department/team.

• Develop action plans to target deficiencies and improve results.

• Ability to work with various skill sets, personalities, and working styles.

• Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.

• Attend and provide feedback for internal/external client calibration sessions for Customer Care.

• Complete weekly/monthly side by side & silent monitoring based on established KPI's.

• Maintain positive, productive, and effective relationships with peers, management, and call center employees.

What are the requirements needed for this position?

• High school diploma or GED.

• 2 years related experience for quality assurance in any industry.

• This position is on-site in our Miami office.

What other skills/experience would be helpful to have?

• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint).

• Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.

• Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a Windows environment.

• Strong analytical skills.

• Bi-lingual (English/Spanish).