AmTrust Financial Services, Inc.

Quality Assurance Specialist - Call Center

US-OH-Cleveland
Requisition ID
2017-5936
Category
Operations
Position Type
Regular Full-Time

Overview

This position is responsible for reviewing and evaluating call center interactions based on policy & procedures used to support customers. The Quality Assurance Specialist (QAS) will also work with various departments within AmTrust and learn their policies and procedures to help support Customer Service.  The QAS will also collaborate with the training team to help support new hires and current staff with various training initiatives.

Responsibilities

  • Monitor and evaluate staff interactions according to quality standards and requirements.
  • Calibrate quality scores with the QA manager and other support staff within the call center
  • Provide constructive feedback, both written and verbal
  • Maintain accurate reports on individuals and teams and able to provide quantitative analysis of performance trends.
  • Support the training process during new hire and additional skills training.
  • Works with the operations team to drive quality performance and support cultural improvements.
  • High level of professionalism – This person will support and drive cultural change
  • Able to service phone calls to ensure you remain proficient with servicing customers and as business need dictates.
  • Other duties and ad hoc reports, assignments assigned as needed

Qualifications

  • Associate degree preferred but not required
  • Minimum of two years of call center experience
  • Good time management, organization and ability to multi-task.
  • Excellent attendance and able to work all hours of operations as schedules will adjust with notice.
  • Able to meet requirements with minimal oversight and direction.
  • Bilingual (Spanish) preferred but not required

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