Skip to main content
Two women in conversation holding iPadTwo women in conversation holding iPad

Quality Assurance Representative

Apply Now
Apply Now

Description

Summary

The Quality Assurance Representative is responsible for the monitoring of phone calls for various departments in order to ensure compliance with federal laws and company/departmental procedures, as well as ensure employees are providing outstanding customer service.

Essential Job Functions:

  • The QA Rep is responsible for completing all assigned call monitors during each week of monitoring.
  • QA Reps must be able to monitor at least one department for procedure, customer service, sales skills (if applicable), telephone etiquette, and compliance with any applicable federal laws.
  • QA Reps will use established criteria and procedures to locate, listen to, score and publish call monitoring results.

Other Related Duties:

  • Performs other related duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.


Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

High School Diploma or GED or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read words and to recognize similarities and differences between words and between series of numbers. Ability to comprehend and write simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graph.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Certificates, Licenses, Registrations:

None required

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

#CB