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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance processes, including conducting audits, analyzing QA data, and implementing compliance standards. Proficient in identifying training needs and developing interventions to enhance call quality in a call center environment.
Highest-signal resume keywords
Quality Assurance AuditsNICE CXone SoftwareCall Center ExperienceMicrosoft Office ProficiencyCompliance Standards Implementation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance StandardsQA Data AnalysisTraining DevelopmentCustomer Complaint InvestigationInternal Audits Documentation
Soft Skills
Consultation with LeadershipProblem-SolvingEffective Communication
Tools & Technologies
NICE CXoneMicrosoft Office
Industry Keywords
Call QualityComplianceCustomer ExperienceQuality Management
About the role
Key responsibilities & impact- Conduct quality assurance audits of inbound and outbound calls and chat transcripts
- Assure company standards are maintained and product integrity is preserved
- Consult with leadership to resolve quality, compliance, and efficiency problems
- Function in conjunction with leadership, compliance, and training on special department projects
- Report to the Supervisor, Customer Experience Quality Management (Technology)
- Interpret and implement quality assurance standards
- Evaluate and prepare adequacy of quality assurance standards
- Identify training needs and organize training interventions to meet quality standards
- Investigate customer complaints and non-compliance issues
- Document and participate in internal audits
- Develop and implement new quality assurance requirements meeting compliance guidelines
- Analyze QA data
- Participate in monthly calibration meetings with leadership
Requirements
What you’ll need- 2-4 years experience in QA call quality
- Intermediate computer skills with proficiency in Microsoft Office
- Previous experience in a Call Center environment
- Experience with NICE CXone or other call QA software
- Participation in both internal meetings and external meetings via video calls, as necessary
- Ability to go into corporate or client offices to work onsite, as necessary
- Prolonged periods of remaining stationary at a desk and working on a computer, as necessary
- Ability to bend, kneel, crouch, and reach overhead, as necessary
- Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary
- Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary
- For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary
- For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function
Benefits
Comp & perks- Competitive salary package
- Share plan
- Company performance bonuses
- Value-based recognition awards
- Referral bonus
- Career coaching
- Global career opportunities
- Non-linear career paths
- Internal development programmes for management and technical leadership
- Complex projects
- Rotations
- Internal tech communities
- Training
- Certifications
- Coaching
- Online learning platforms subscriptions
- Pass-it-on sessions
- Workshops
- Conferences
- Hybrid work
- Flexible working hours
- Employee assistance programme
- Global internal wellbeing programme
- Access to wellbeing apps
- Hobby clubs and interest groups
- Inclusion and diversity programmes
- Events and celebrations
- Medical, Dental, vision, Disability coverage, and various other benefit options
- Flexible Spending Accounts (Medical, Transit, and Dependent Care)
- Employer Paid Life Insurance and AD&D Coverages
- Health Savings account paired with our low-cost High Deductible Medical Plan
- 401(k) Safe Harbor Retirement plan with employer match with immediately vest