[Hiring] Virtual Quality Specialist @Harte Hanks

Role Description

Project-based Quality Assurance Analysts plays a critical role in maintaining and improving customer experience within the unified contact center. This role is responsible for evaluating agent interactions to ensure adherence to quality standards, policies, and procedures.

• Monitor and evaluate transactions for all supported channels (calls/e-mails/chat/social media posts) or any back-office work done by customer care representatives against internal and/or external quality guidelines, standards, policies, and procedures.
• Analyze quality inspection data to find specific types of quality problems the department or company is experiencing and provide solutions for identified defects or areas of improvement.
• Provide feedback to operation supervisors in support of customer care representative performance improvement to reduce defects and quality issues.
• Update quality reports for the account by retrieving and updating the respective files and data.
• Calibrate with internal quality associates, other vendors, and clients under the same account.
• Report daily and weekly progress and eventual completion of tasks for the account (program updates).

Qualifications

• Candidate must have completed at least Senior High School or 2 years in any collegiate program.
• At least one (1) year of contact center customer care representative experience for an English-speaking campaign (External Hires).
• At least six (6) months in current position with an overall scorecard rating of 3.0 or meets expectations (Internal Hires).
• Knowledge in Quality Assurance Parameters and Metrics is an advantage.
• Exceptional analytical and listening skills.
• At least a 3.5 BUPLAS rating upon testing for verbal English communication and comparable written English competency.
• Excellent documentation skills: preferably proficient in working with Microsoft Word, Excel, and PowerPoint.
• Proven ability to meet deadlines.

Requirements

• Productivity (Daily, Weekly Evaluation compliance).
• Customer Call/Transaction processing compliance – as required by client SoW.
• Rate of Alignment (ATE and Internal/External Calibration sessions).
• Evaluation Accuracy – Dispute rate.
• Program KPI focus (Ex. CSAT, AHT, QA, etc.).
• Report/Deliverable Timeliness and Accuracy.
• Reliability as defined by Harte Hanks Code of Conduct.

Company Description