Quality Assurance Call Center - San Diego, United States - Puridy Financial, INC

Puridy Financial, INC

Verified Company

San Diego, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Puridy Financial is an emerging financial tech company seeking to grow their team in San Diego.

This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurancerelated inquiries from leads and supervisors.

Key Responsibilities:

Monitor inbound and outbound telephone calls to ensure service meets all quality assurance standards.
Document customer service quality issues according to company procedures.
Maintain objectivity across scoring.
Ensure CSRs use outlined greetings, scripts, and call procedures and follow quality standards.
Provide QA scores and feedback to leads for it to be delivered to CSRs.
Resolve any complex quality assurance disputes arising from completed QA questionnaires.
Meet the required daily/weekly quota of QA questionnaires.
Participate in call calibration sessions to continuously align on rating methodology.
Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.
Performs call monitoring and provides trend data to the site management team.
Uses quality monitoring data management system to compile and track performance at team and individual levels.

Qualifications:

Exemplary written and verbal communication skills.
2+ years of experience in handling Inbound/Outbound voice calls.
6 months of experience as a QA monitoring Call Transactions would be a plus however not mandatory.
Should be flexible to work in rotational shifts.
Ability to multitask and successfully operate in a fastpaced, team environment.
Professional demeanor with the ability to maintain confidential information.
Outstanding customer service skills and dedication to providing exceptional customer care.
Knowledge of QA terms, tools, and methodologies.
Strong analytical skills and attention to detail.

Pay:
$45, $60,000.00 per year

Benefits: