Associate III, Quality Assurance

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.  

Do you have a strong command of and understanding of Leading People, Coaching,  and Developing talent to drive performance?   Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience. Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION? 

JOIN OUR TEAM TODAY!
 

Overview of Role/Job Purpose:

The Quality Assurance Specialist helps in Improving customer satisfaction, maintaining service standards, ensuring regulatory compliance, identifying training opportunities, and improving operational efficiency. The QA Specialist is expected to:(a)meet corporate and program-defined quality performance expectations (b) be devoted to collaboratively assessing and coaching the agent performance in order (c)meet key metrics (d)coordinate and conduct quality assurance monitoring audits for the contact center. This position is dedicated to support on-site employees.

Essential Functions:

• Monitor a representative sampling of Program workload for monitoring. Sampling may include voice interactions, messaging interactions, and other relevant sampling
• Attend and facilitate calibration sessions with support staff and client representatives based on the evaluation/behavior form
• Facilitate QA readout to leadership to discuss audit findings and behavioral/tactical recommendations
• Participate in weekly meetings to discuss strategies to improve overall KPI performance
• Roll out the skills needed to achieve program goals and ensuring compliance with effectiveness of those skills
• Identify agent’s performance trends (weekly, monthly, quarterly) as needed
• Communicate quality issues to management and conduct root cause analysis with corrective and preventive action plans
• Assist with the updating of SOPs, work instructions, checklists, and various documents under Quality management and document control
• Alert WFM and leadership when an environmental deficiency exists (i.e., extra noises, headset quality, system latency) 

Required Education and Experience:  

• Minimum of one year call center experience, previous experience in a QA, support coach, or leadership role is a plus
• High school diploma (minimum)
• Excellent written and verbal communication skills
• Excellent problem-solving/analytical skills
• Strong interpersonal skills
• Intermediate proficiency in using MS Office tools - Word, Excel, PowerPoint and Outlook
• Intermediate proficiency in using G Suite tools – Sheets, Slides, and Gmail
• Ability to present content to agent and leadership to achieve objectives and promote shared responsibility for outcome
• Ability to facilitate conduct calibration, team huddles, and leadership readout
• Ability to express clear and concise ideas/concepts
• Ability to work independently with less supervision
• Ability to demonstrate time management skills
• Ability to remain level-headed in a high-pressured environment
• Ability to be in a flexible working schedule depending on the assigned team/cluster/audit focus
  
  BENEFITS & PERKS:
• Competitive base salary
• Paid Training
• HMO Coverage
• Paid vacation, sick leave, and holiday time off
• Great work environment with state-of-the-art facilities

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com