Quality Assurance Specialist Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Functional Description:
The Quality Assurance Specialist has the overall responsibility for monitoring call center calls and other department activities. The specialist may assist with training call center agents.
MAJOR POSITION RESPONSIBILITIES:
1. Develop, design and implement the call monitoring program.
2. Oversee, monitor and assess the overall program performance.
3. Responsible for ensuring high-quality customer service and customer experiences.
4. Monitors and evaluates the quality of inbound and/or outbound telephone calls.
5. Uses effective monitoring tools and technologies to collect and analyze quality data.
6. Documents quality issues and trends and recommends procedure or process changes.
7. Provide information to assist in the performance feedback of call center agents, increase associate motivation concerning quality scores.
8. Provide constructive coaching and feedback related to quality, procedures and regulatory guidelines.
9. Use coaching and monitoring techniques, Call Calibration Sessions, to regulate standards within the area and to maintain consistency and continuous improvement.
10. Work effectively with the call center agents, supervisors and manager.
11. Full understanding of Medicaid/EqualityCare Policy prior to monitoring calls.
12. Assist with training new call center agents.
13. Other duties as assigned.
REQUIRED:
1. Excellent attendance (prompt and dependable).
2. Excellent verbal and written communication skills.
3. Good organizational skills and decision making ability.
4. Detail oriented with a commitment to quality, confidentiality and accuracy.
5. Effective time management skills
6. Demonstrate maturity and leadership abilities.
7. Ability to work independently, be a self-starter and self-motivated
8. Proficient using personal computers (Microsoft Office Suite preferred).
9. Ability to analyze data, to determine needs, to implement solutions and to track results.
Education and Typical Years Experience
PREFERRED:
1. Associates Degree
2. Previous quality assurance experience in a call center environment.
3. Minimum 5 years customer service experience
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
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