Quality Assurance (QA), call center

Job Description

Job Description

Job Summary

Quality Assurance (QA), call center

Full-time, Contract

In-Office | E Hartford, CT, United States

The Opportunity

You’re the kind of person who is always looking to learn. You want to grow into something greater and you’re looking for an employer encourages and supports your professional development. Hire Evolution Consulting promotes advancement and rewards our employees based on individual performance and merit. Sure you’ll have exposure to the team, but all of our people are accountable for their success. Competitive and focused, our team is on a mission to deliver excellence. We also know that this can only be accomplished by supporting our employee growth and development. By providing frequent feedback and consistently measuring progress, we’ve discovered the recipe for success that’s delivered year over year growth since our first year of business. This a culture of winning. At Hire Evolution Consulting we breed winners.

Responsibilities

Conduct regular quality assessments of call center interactions.

Participate in training sessions to enhance QA skills.

Develop and implement quality assurance processes and standards.

Analyze call data to identify trends and areas for improvement.

Provide feedback and coaching to call center agents.

Collaborate with team members to achieve quality targets.

Identify and escalate issues affecting call quality.

Prepare and present quality reports to management.

Ensure compliance with company policies and procedures.

Stay updated on industry best practices in quality assurance.

Support the implementation of new technologies in the call center.

Experience / Qualifications

Proven experience in quality assurance within a call center environment.

Completed Associate's or Bachelor's Degree.

Strong analytical skills to assess call data and identify trends.

Excellent communication skills for providing feedback and coaching.

Familiarity with quality assurance processes and standards.

Ability to prepare and present detailed quality reports to management.

Eagerness to learn and adapt to new QA technologies.

Experience in collaborating with teams to meet quality targets.

Knowledge of compliance standards relevant to call center operations.

Ability to identify and escalate issues affecting call quality.

Commitment to personal and professional development in QA.

What's in it for you? (Salary, Commissions & Benefits)

Enjoy a collaborative work environment at our on-site location in East Hartford, CT, where teamwork thrives.