Quality Assurance Specialist - Percepta

Position Summary
The Quality Assurance Specialist’s primary function is to evaluate the customer’s experience through the monitoring of
agents’ contacts. Our goal is to ensure the best possible customer experience while maintaining and/or exceeding the
client and Percepta’s standards. Additional responsibilities include coaching (if applicable for program), supporting Abay,
meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special
assignments as assigned.
Duties and Responsibilities
Support QA Department Objectives
• Actively work towards QA Department goals and implementation of processes
• Promote teamwork within the department and throughout the site
• Support all program and client communications
• As required, participate in calibration sessions and meetings with QA partners such as Training and Operations
• Perform general administrative duties as required
Quality Assurance
• Monitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta
standards
• Perform and complete evaluations, ensuring written feedback is concise, clear, objective and supportive.
• Identify and voice program trends, including strengths and opportunities for improvement
• Suggest improvements processes and procedures
Training & Development
• Conduct coaching sessions with agents to deliver QA feedback if required by program
• Participate in the QA Training & Certification Program and other training as required
• Participate in Operational re-current trainings
• Complete special projects as assigned
• Actively involved in own professional development, making suggestions and completing developmental
opportunities as assigned
Operations Assistance
• QAS will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:
• Contact Handling Time (all applicable channels)
• Subject Matter Expert duties

Education
• High School Diploma required. College degree preferred.
Experience
• Minimum 1 year experience in a customer service environment or related position, preferably in a customer
relationship center
• Quality assurance experience preferred
• Minimum 6 months tenure in applicable program and/or equivalent job related experience
• Proficient and knowledgeable with client contact handling procedures
• Experience with coaching techniques a plus
Skills
• Data entry and proofreading skills required
• Ability to interact effectively with all levels of employees and management
• Computer literate, with proficiency in Microsoft Office, Internet Explorer, and Outlook
• Excellent oral, written and interpersonal communication skills
• Organizational and time management skills
• Effective problem solving skills
• Close attention to detail & active listening
• Proven ability to perform in a fast-paced environment & be flexible in an ever changing business environment
• Ability to work in a team environment as well as autonomously
• Maintain a positive work environment that fosters team performance
Other
• Ability to work and coach to specific program hours of operation as needed to accomplish program goals.
• Willing to support different region