Quality Assurance Specialist - Denville, United States - Revolutionary Media, LLC

Description

We are looking for a Part-time Quality Assurance Specialist to join our team, who will be responsible for the customer service experience from our various media partners (both Call Center-based and web-based) providing lead generation services for colleges and universities throughout the US.

• Responsible for all call monitoring and call uploads to client FTP (File Transfer Protocol) networks
• Coordinate any missing call recordings with specific affiliate Call Center partners
• Participates in the completion of both internal and client quality assurance scorecards
• Ensure representatives are following the organization's protocols
• Performs call monitoring and provides trend data to management team
• Participates in customer and client programs to identify customer needs and expectations
• Investigate customer complaints and nonconformance issues
• Uses quality monitoring data management process to compile and track performance
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures
• Assure ongoing compliance with quality and industry regulatory requirements
• Audit our webbased publishers through the use of of compliance tools such as video
• Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service
• Assist with company's social media efforts (all channels within the organization)

• Flexible schedule

• No experience needed
• Under 1 year

• Day shift
• Monday to Friday

• Inperson
• Office

• High school or equivalent (preferred)