The Quality Assurance Specialist provides guidance to DPAs regarding customer inquiries, ensures complete and accurate ticket information from DPAs, ensures DPAs follow appropriate procedures when communicating with customers, promotes professional and approachable image to call center staff, assists and supports communication of management decisions, and assists in all contact center needs during peak periods and/or short staff situations.

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Provide reports to Training Manager, Training Coordinator(s), and DPSs for each DPA with up to 90 days of service and, once assigned to a team, over 90 days of service

• Maintain performance scores on a weekly basis for each DPA

• Ensure all reports are maintained accurately and in a timely manner

• Provide Quality Assurance Manager with a daily report of the DPA qualities and scores

• Provide daily reports to Training Department, when necessary, for counseling purposes

• Advise DPAs on quality related inquiries, customer questions, or ticket and locate procedures

• Monitor calls and provide reports for Supervisors on DPAs requiring coaching on call etiquette or call process and procedures

• Provide call recordings for Supervisors and Trainers to assist with coaching sessions and/or training opportunities

• Assist with Contact Center needs and other duties as assigned

• Available when needed • Presents themselves professionally