Quality Assurance Specialist | Doral, FL

About Albion Staffing Solutions:
Albion has been offering Temp; Contract and Direct Hire Staffing Services for 20-years from offices located throughout South Florida. Offering General Admin/Clerical and Light Industrial staffing services, Albion also specializes in the Logistics, Allied Healthcare and Banking industries.

Albion Staffing Solutions is looking for a Quality Assurance Specialist. Ensures the accuracy of information and quality delivery through monitoring phones calls, coaching and training sessions. The QAS will provide quality details and metrics to supported business units, making recommendations for service and quality improvements.

Duties and responsibilities:

• Establishes call center quality standards and criteria for quality scoring.
• Audits inbound and outbound calls and customer service presentations for quality of service scoring including skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
• Participates in new hire training.
• Conducting test calls to Contact Center service representatives on new products.
• Provides feedback to call center representatives based on call monitoring outcomes.
• Conducts monthly coaching sessions with call center representatives.
• Evaluates customer service representative approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.

Workplace Location:
Applicant's will work at Doral, FL area.

Candidate Advice:

• Strict Covid-19 Protocols applicable.
• Albion uses E-Verify to verify employment eligibility.
• Pre-Employment and random Drug and Background testing applicable.
• Only Local Candidates will be considered; no relocation provided.
• Reliable Transportation to/from the workplace is necessary.