Quality Assurance Administrator (Hybrid)

Job description

The Quality Assurance Administrator (Hybrid) will monitor and assess interactions between agency services and agency technical support with company agents. They will assist with process development, identification and development of training methods, plan and coordinate training events, professional staff development, and monthly KPI development related to quality assurance and review project requests. In addition, act as a liaison between agency services and technical support with application development and project management and conduct project regression testing. Requirements: Qualifications/Skills: Market Range: 5 / 40 hours / Hybrid - 2 Days in Office - Perform monitoring of all interaction types between customers including calls, web chat, email, and face to face interactions. - Conduct reviews and coaching sessions with staff in one on one or group settings. - Review and make recommendations for improvements to the QA process. - Assist in creation and maintenance of system for reviews with employees. - Assist in creation and maintenance of employee training and development as it pertains to quality and customer experience. - Attend monitoring and coaching seminars and make...