JOB DESCRIPTION: Remote Position
Summary/Objective
Quality Assessors evaluate pre-recorded calls to ensure call compliance and assess the quality of the customer service experience.
Quality Assessors are trained on multiple client programs and are expected to transition between various programs within day to day operations.
This position offers the opportunity to support the development and execution of a continuous improvement and quality management process focused on areas impacting legal compliance, customer service and contact interaction.
Basic Employment Requirements:
Must furnish the required documentation authorizing work in the United States.
Pass drug screen by client vendor.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Monitor the client’s Customer Service and Call-to-Confirm calls.
Listen and evaluate agent calls based on a predetermined criteria set for each individual program.
Meet Operational metrics and goals, to ensure all scheduled sessions are completed by deadline, with the highest quality possible.
Have a clear understanding of all Policies & Procedures as violations are taken very seriously.
Maintain knowledge of all client products, scoring criteria, updates and general security requirements.
Log in and out of systems in a timely manner, ensuring accurate time tracking.
Meet QA minimum productivity guidelines for monitoring each program
Perform agent call monitoring and conduct feedback sessions as needed to ensure quality of service, positive interaction and compliance with program guidelines.
Participate in day-to-day department operations to ensure compliance with Company and Client policies, practices, and procedures.
Review program updates and seek clarification when needed.
Identify and escalate program errors / exceptions to upper management in a timely manner.
Maintain a Quality Control score of 98% or higher.
Performs other related duties as required and assigned.
Competencies
Technical Capacity.
Learning Orientation.
Problem Solving/Analysis.
Customer/Client Focus.
Punctual, regular and consistent attendance.
Exceptional listening skills.
High personal standard for quality.
Ability to work in a quiet environment, independently.
Strong computer skills with a working knowledge of Microsoft Windows, Word, and Excel. Working knowledge of the internet.
Excellent writing skills, including spelling, grammar, and punctuation.
Able to work flexible hours, including weekends and evenings, if required.
Supervisory Responsibility
None for this position.
Work Environment
This job is a remote position and operates in a Work From Home (WFH) office environment. This role routinely uses standard office equipment such as computers. PLEASE SEE ATTACHED WFH POLICY.
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.
While performing the duties of this job, the employee is regularly required to sit for long periods of time or stand and to walk or maneuver around the office. This is largely a sedentary role.
Position Type/Expected Hours of Work
This is a part-time or full-time position, based on business needs.
Available Hours for Position
Part time/full-time hours for 8am – 5pm; Mon-Fri is preferred for training, and schedule updates can be made after training.
Travel
No travel is expected.
Required Education and Experience
High School Diploma, or equivalent (G.E.D.).
Preferred Education and Experience
Post-secondary education in relevant field.
Customer service experience.
Work Authorization/Security Clearance (if applicable)
Must be authorized to work in the United States. No security clearance needed.
AAP/EEO Statement
Concentra Solutions, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.