Quality Assurance Specialist

hace 3 días


Madrid, Madrid, España Talent Bridge Group, Llc. A tiempo completo

Company Overview:
Talent Bridge Group, LLC specializes in placing Americans with disabilities and their caregivers in remote, work-from-home positions. We work with Vocational Rehabilitation counselors (VR), the Social Security Administration, and Ticket to Work.

Salary:
The estimated annual salary for this position is approximately $45,000, based on experience, geographic location, and contractual requirements.

Job Description:
We are seeking a Quality Assurance Specialist to provide critical support to our contact center agents. As a Quality Assurance Specialist, you will oversee and evaluate the quality of interactions handled by our remote contact center agents, ensuring high-quality standards are met, identifying areas for improvement, and driving continuous enhancement.

Key Responsibilities:

  • Team Leadership & Development: Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service.
  • Operational Excellence: Ensure quality assurance processes are effectively applied across inbound contacts, ensuring consistency in service delivery and compliance with standards.
  • Performance Management & Reporting: Assist in compiling and analyzing performance data, including quality scores, compliance, and service level metrics.
  • Collaboration & Escalation: Work closely with Project Manager to identify and escalate issues requiring executive-level attention.

Required Skills and Qualifications:
Must pass a Federal Background check. Proven ability to analyze and evaluate agent behavior in context with program requirements. Ability to comprehend, educate, and enforce relevant policies/procedures. Self-directed, highly motivated change agent. Manage priorities in a fast-paced environment. Proficient in Microsoft products. Excellent communication skills. Proven analytical thinker. Excellent technical skills. Must be comfortable working while being on camera.

Benefits:
A 100% remote environment with excellent benefits for full-time employees, including a generous employer contribution to health and dental benefits, a health savings account (HSA) with employer contribution, a flexible spending account (FSA), a 403b plan with 5 percent employer contribution of gross salary after one year of employment, and 100% employer-paid LTD, STD, AD&D, and life insurances.

Others:
Generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months.



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