Quality Assurance Specialist

DATAMARK, Inc. is currently seeking a highly motivated and detail-oriented Quality Assurance Specialist to join our team. As a leading provider of business process outsourcing solutions, DATAMARK helps organizations worldwide manage their operations more efficiently and effectively. The Quality Assurance Specialist will play a crucial role in ensuring the quality and accuracy of customer interactions, our processes, and service deliverables.

In this role, the Quality Assurance Specialist will be responsible for monitoring and evaluating customer interactions, including calls, emails, and chats, for adherence to company processes to identify any errors, discrepancies, or areas for improvement. They will collaborate with cross-functional teams to develop and implement quality standards, procedures, and guidelines. The Quality Assurance Specialist will also provide feedback and coaching to team members to promote quality consciousness and continuous improvement.

Responsibilities

• Monitor and evaluate customer interactions, including calls, emails, and chats, for quality and adherence to company standards.

• Conduct quality assessments and provide feedback and coaching to contact center agents.
• Identify errors, discrepancies, and areas for improvement and propose corrective actions
• Collaborate with cross-functional teams to develop and implement quality standards, procedures, and guidelines
• Provide feedback and coaching to team members to promote quality consciousness and continuous improvement
• Monitor and measure quality metrics to identify trends and areas for further improvement
• Prepare reports and documentation to communicate quality findings, recommendations, and improvements

Requirements

• High School Diploma, Bachelor's degree in a relevant field or equivalent experience
• At least 3 years of field experience in Quality with a proven experience in implementing process/quality improvement tools and techniques
• At least 1 year of quality assurance in a related technical/professional services area; 2 or more years preferred
• Proven experience in quality assurance, preferably in a business process outsourcing industry
• Strong attention to detail and ability to identify errors and discrepancies
• Knowledge of quality management systems, methodologies, and tools
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• Ability to work collaboratively in cross-functional teams
• Experience with data analysis and reporting
• Proficiency in using quality assurance software and tools
• Ability to adapt to changing priorities and work in a fast-paced environment
• Fluent in English (Verbal and written skills)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources