Quality Assurance Administrator

• Attention to detail
• Call center experience
• Previous experience working with web-based quality tracking systems. Moderate proficiency in Excel, Word, SharePoint.
• Moderate MS Office proficiency

• Quality Assurance that involves call monitoring of post-remediation customer service calls .
• An unprecedented spike in volume on call evaluations on certain products is expected in the next few months.
• This person will listen to a call and go through a structured checklist to submit a sample report to the managers.
• Will focus on 3-4 very specific calls with FAQ’s and talking points.
• Most of the calls are dedicated to Home and Auto Loans, but not exclusively.
• A report is exported from the call application, working off the previous month’s activity.
• Currently done manually on a spreadsheet, may move to Jira in the future.
• QA Admin will be assigned the calls and can organize their own structure on how to address their assigned tasks.
• Usually do about 8 calls per day.
• Calls are usually 10 minutes in length, then about 15 minutes to compile the sample to submit to the managers for review.

Strategic Staffing Solutions