Quality Assurance Specialist

Job description

DESCRIPTION

The Quality Assurance (QA) Specialist reviews Audible agent interactions with all internal/external customers across a variety of contact channels. This role will evaluate and score these interactions to ensure accurate information is provided skillfully, courteously and consistently in a manner that supports our global mission. The Customer Service Quality Assurance Specialist will regularly meet with, and coach agents in the pursuit of improving and/or maintaining performance levels in key performance indicators across a variety of roles. In addition, this position audits phone conversations for compliance with policies, procedures, and applicable industry guidelines and assists in the preparation and maintenance of agent development material.

However, this is more than the traditional Quality Assurance role. This role pushes the boundaries of QA by using an end-to-end assessment method, incorporating voice of the customer (VOC) & voice of the agent (VOA) frameworks, and network-wide insights-gathering to deliver detailed and actionable results. In this role, you will get the opportunity to implement what you find through contact & process reviews and research. The role is ideal for someone with the aptitude and desire to present insights & intelligence to stakeholders at all levels of the business. You will use the knowledge gained from the customer contact reviews to devise improvement plans and work with CS leaders to implement solutions. You possess strong communication, analytical skills and hunger for making an impact on the customer experience. You demonstrate and apply your top relationship-building skills to influence and drive change. This role plays a major part in Audible's continuous effort to propel customer service quality to the next level. You must have excellent data analysis skills and be able to connect qualitative information, compose & explain summaries, and drive customer experience improvement initiatives.

The role requires a high degree of autonomy and ability to navigate the Audible global landscape. You will get an opportunity to lead QA initiatives from beginning to end while working with contact center leaders to implement and sustain change.

If you work well in fast paced environments, have a passion for performance improvement and excel in delivering actionable insights, we want to hear from you.

KEY RESPONSIBILITIES
· Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Service
· Perform review of contacts from all channels to ensure adherence to quality assurance standards
· Turn concepts and abstracts into tangible and digestible material/programs
· Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
· Lead QA site calibration and identify process improvements relating to contacts and behaviors
· Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
· Present to stakeholders with observations and trends identified during contact review
· Lead compliance enforcement including reporting and trend analysis
· Be the voice, advocate and key point of contact (from the QA perspective) for local teams Support the local QA team and coordinate local quality efforts
· Assists with coordination of QA efforts at the local sites

Desired profile

BASIC QUALIFICATIONS

· 3+ years of contact center experience
· Experience developing evaluation plans to include execution and follow-ups
· Able to build solid relationships with local/global leaders
· Demonstrated ability to work well in a fast-paced team environment
· Accomplished and gifted written communication skills
· A proven ability to work autonomously, a capacity to self-direct and motivate peers
· Able to effectively execute and drive change across multi-cultural environments
· Intermediate level Microsoft Office skills (Excel, Word and PowerPoint)
· Able to lead group discussions and experience in developing, delivering engaging presentations to small/large groups
· Ability to focus long periods of time
· Strong analytical skills
· High level of attention to detail and a talent for organization