Quality Assurance Specialist - (Richmond, VA)

Quality Assurance Specialist Location: N. Parham Road, Richmond, VA Min Background: Mid-Level Type of Position: Full-time POSITION SUMMARY: Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual levels. Provides feedback to call center trainers, performance coaches and supervisors. Prepares and analyzes internal and external quality reports for management staff review. Participates in calibration calls with clients on a weekly basis. QUALITY ASSURANCE (QA) SPECIALIST DUTIES: Assists in developing agent's performance through QA feedback from calls, individual coaching plans, evaluating sales performance Prepares QA forms to be delivered to agents Project requests from clients/management Participating in weekly client calibration calls Sales floor support KEY COMPETENCIES: Excellent oral, written and interpersonal communication expertise