Marketplace Quality Assurance Specialist

Position Purpose and Impact

At the heart of our vision lies ownership, humility, and a commitment to uncomfortably high standards and customer centricity. We envision a Quality Assurance team that not only ensures the organization thrives through exceptional customer experiences but also fosters the growth of our agents through meaningful feedback, coaching, and initiatives that support their individual needs.

Responsibilities

• Monitor and evaluate inbound emails, and chat interactions to assess adherence to company policies, procedures, and quality standards.
• Identify performance trends, areas of improvement, and opportunities for training and development.
• Provide detailed feedback Team Leaders to improve their performance, communication skills, and adherence to quality metrics.
• Identify opportunities for content additions and improvements.
• Analyze information needs, propose solutions, and follow through on measuring improvement.
• Propose and implement plans to update information.
• Collaborate with Team Leaders and managers to develop and implement quality assurance strategies, initiatives, and best practices.
• Participate in calibration sessions with call center teams to ensure consistency and alignment in quality evaluation processes.
• Collaborates with the Training & Development to address learning gaps discovered through evaluations
• Utilize QA data to analyze, identify trends and skill gaps, and provide recommendations to management for an optimized customer experience.
• Maintains solid knowledge and compliance with Company policies and procedures.
• Supports the company culture of Clipboard Health, fostering teamwork, collaboration, transparency, uncomfortably high standards, and accountability within all actions.

Required Qualifications

• A keen eye for detail to effectively monitor and evaluate call center interactions. Capable of spotting inconsistencies, errors, and areas for improvement in agent performance and customer interactions.
• Strong analytical practice for interpreting data, identifying trends, and making data-driven recommendations for improvement.
• Effectively provides constructive feedback and coaching to call center agents. Feedback is clear and diplomatic, fostering a collaborative and supportive environment for continuous improvement.
• Adaptable and flexible, able to adjust to changes in processes, procedures, and priorities to ensure ongoing quality and efficiency in call center operations.
• Strong problem-solving abilities to troubleshoot issues, develop effective solutions, and implement quality assurance initiatives to address root causes and enhance overall customer satisfaction.
• Performs business with a natural courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended.
• Demonstrates willingness and ability to answer questions and solve problems.
• Demonstrated track record of impeccable professional written and verbal communication skills including the ability to provide constructive feedback.
• Excellent attention to detail and the ability to create clear and concise documentation.

Required Experience

• 2 + years of call center customer service experience in an inbound contact center
• 2 – 4 years’ experience within a Quality Assurance contact center position evaluating and supporting call quality standards.
• 1+ years Google Suite experience.

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection