Description & Requirements
Ideal candidates will be based in Fort Wayne or South Bend.
This is a full-time hybrid remote position, requiring some onsite work. Candidates must be willing and able to work onsite as needed
Essential Duties and Responsibilities:
- Evaluate agent performance/behavior/adherence to project business rules/policies and provide feedback to designated Quality Assurance Specialist/Quality Assurance Supervisor as a continuous method for process improvement.
- Make recommendations on developing new procedures, and update existing procedures when changes occur.
- Collaborate with the Training Staff for the purpose of achieving and maintaining quality assurance goals.
- Communicate Quality Assurance findings effectively with necessary project staff to support and further quality assurance goals.
- Remain up to date on all policies and procedures.
- Conduct operational staff observation sessions and provide feedback.
- Attend and participate in assigned classroom training courses.
- High school diploma or GED required and 4+ years of relevant professional experience required, or equivalent combination of education and experience.
- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
- Minimum 5 Mpbs upload speeds