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Quality Assurance Agent

at Inktel

Posted: 1/4/2020
Job Reference #: *8F33ABB63124A4C2
Keywords: software, database

Job Description

Requisition Number
16-0022

Post Date
12/16/2019

Title
Quality Assurance Agent

City
Tamarac

State
FL

Description
The Quality Assurance Representative (QAR) reports to the Director of Quality Assurance Manager or Supervisor. The QAR is responsible for partnering with Training, Operations Team Members, Account Executives and Clients to ensure that all quality metrics are achieved, that Best Practices are followed, and that World-class Customer Service is being delivered to our Client’s Customers in every interaction.

Responsibilities:

Performs contact monitoring and provide trend data to the account’s internal Management Team
Sends immediate alerts via email notifying the account’s internal Management Team of poor performance and trends
Participates in meetings with Management to inform and discuss individual and team performance
Track quality scores, trends, commitments and program updates

Requirements:

High school diploma
Minimum of 1 year in customer service, quality assurances, or investigative environment.
Must type a minimum of 45 words per minute.
General computer and software experience (word processing, database software, and spreadsheet).
Strong written and verbal communication skills.
Excellent interpersonal and organizational skills.
Critical thinking and problem resolution skills.
Attention to detail.
Ability to meet deadlines.
Self-motivated.
Superior customer service skills.
Must be able to work independently in a fast-paced/multi-tasked environment and understand the concept of customer service and success.

Salary & Benefits: The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.