Associate Quality Assurance Coordinator

Job description

The Associate Quality Assurance Coordinator is a key position within our growing Miami office. As an Associate Quality Assurance Coordinator, you'll be a problem solver who likes to think on their feet and enjoy challenges. You will thrive in a fast paced and changing environment while identifying training and development needs for our Customer Service call center reps. You will be passionate about customer service, you’ll listen, solve problems, answer questions and work to find a resolution. What will be my duties and responsibilities in this job? Identify QA deficiencies through root cause analysis. Partner with Training and Management to identify programs that reduce errors, and improve both individual and department results. Develop tools, resources, and job aids to improve individual and overall results. Balance priorities to achieve deadlines and key target expectations. Provide statistical data and patterns of top errors by client, product/benefit, and department/team. Develop action plans to target deficiencies and improve results. Ability to work with various skill sets, personalities, and working styles. Work in conjunction with the Call Center Management team to improve...