Quality Specialist- Customer Support

Job Description:
We are looking for QA Specialists to provide Quality audits for the campaign while maintaining effectiveness and target efficiency to ensure business requirements are met.

Who We Are:
Quantified Commerce is a US based organization. We’ve been in the e-commerce business for over a decade, selling a wide range of products to domestic and international consumers. We import and sell white-labeled audio equipment. All equipment is imported from China.

Who You Are:
The ideal candidate is energetic, inventive, resourceful, a team player and should thrive off of finding solutions to complex interactions, user experience, and design problems. You must have an inner desire to win and the idea of losing is a non-starter.

Key Responsibilities:
Work closely with management to prioritize business needs and stay up to date with the goals of the organization as they evolve.
Analyzes and audits call recordings & Emails in order to provide trend data and feedback to call center team leaders and senior management.
Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
Provide strong reporting and analytical information support to the management team.
Identifies, documents, and reports any transaction errors or communications issues in a timely manner to ensure prompt resolution.
Tracks and trends audit results, providing feedback to management. Identifies and reports on systemic issues which create ongoing quality concerns.
Generates monthly reports of audit findings, supports clients with issues identified and develops reports to assist management with information requested.
Identify and support other opportunities for quality improvement across the team.
Perform data analysis for generating reports on a periodic basis.
Randomly auditing of calls, call monitoring, call evaluation & conducting quality Upgrade to see actual infolibrates with peers globally to ensure alignment.
Drive Initiatives to improve quality of service.
Maintain individual productivity and quality standards according to company requirements.

Key Qualifications
Minimum of 1-3 years of work experience in the auditing Upgrade to see actual infondidates should have decision-making skills, analytical skills, and good communication (verbal and written).
Experience in preparing audit reports.
Must have excellent communication skills in Upgrade to see actual infondidates should be flexible to work in different shifts to calibrate with the operation team & attend the management meeting.

Job Title: Quality Specialist
Department: Audit & Compliance
Employment Type: Full-Time
Position: Analyst
Location: Remotely-Work from home

At Quantified Commerce, we believe in diversity and hiring people from all backgrounds and ways of life. This is a full-time position with lots of growth opportunity for the right candidate. If this sounds like you, apply now! We look forward to getting to know you!