Dialog Direct
  • Operations
  • Troy, MI, USA
  • Full Time

The Call Center Quality Assurance Specialist will work with call center management to ensure that all telephone agents offer outstanding customer service consistently in all customer interactions through monitoring and coaching.  It is required that the Quality Assurance Specialist manages, plans, coordinates, and directs quality assurance activities designed to promote continuous service. Design and implement policies and procedures to ensure that quality standards are met. 

 Key Responsibilities

  • Develops, implements, and maintains quality assurance activities.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
  • Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Assess performance; make recommendations affecting the performance status of others.
  • Compile reports defining the overall performance and customer satisfaction levels for each agent.
  • Manages the operation of the organization's total quality management program.
  • Identifies the interface of key activities within and between the functions of the organization.
  • Maintain proficiency in service level requirements for all appropriate accounts.
  • Facilitate calibration sessions to ensure expectations are being met and calibration is in alignment.
  • Participate in the development and/or delivery of recurring training for all appropriate accounts.
  • Assist in the agent certification process.
  • Adhere to and support Quality Assurance Policies and Procedures.

Qualifications and Skills

  • College degree preferred or equivalent work experience required
  • Thorough understanding of Call Center operations
  • Program knowledge preferred
  • Strong computer knowledge and excellent typing skills (30 WPM)
  • Technical competence (understand software, hardware, networks, etc)
  • Ability to work independently
  • Motivated, goal oriented, persistent and a skilled negotiator
  • High level of initiative and works well in a team environment
  • Excellent organizational and time management skills
  • Strong oral, written, influential communication and presentation skills
  • Must be able to interact effectively with all internal departments and representatives

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States. 

Dialog Direct
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