Teleservices QA Specialist

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DescriptionJob Overview:The Quality Assurance Specialist is responsible for objectively monitoring, scoring, and coaching agents in compliance with internal and external quality standards and expectations. This position is responsible for implementing and evaluating the adequacy of the centers’ quality assurance standards by recording data, analyzing data, and identifying trends, training gaps, contact drivers, and effectively communicating those findings to the appropriate positions and or departments in a timely and accurate manner. This position will ensure the contact centers’ document management system and training material is up to date. This position will cross train on all operating systems and will build strong partnerships with the Marketing, Training, and Operations teams to create and implement quality initiatives to improve overall quality the agent and program level. A successful candidate will have a background in quality assurance with previous experience in coaching and developing employees, proven ability to prioritize critical needs, possess strong attention to detail, and be results driven.                                                              Purpose:Our genuine engagement and positive energy provides guests, especially women, an escape into an exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.Value System:Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.Duties and Responsibilities:nDemonstrates knowledge of quality assurance policies, procedures, and best practicesnDemonstrates knowledge of each property, marketing initiatives, contact center software applications, and employee job requirementsnInterprets and implements quality assurance standardsnEvaluates adequacy of quality assurance standardsnExecutes sampling procedures and directions for recording and reporting quality datanCoordinates, conducts, and supports live and recorded audits of phone, chat, and emailnReviews the implementation and efficiency of quality and inspection systemsnPlans, conducts, and monitors testing and inspection data systems, IVR, and contact center technologynDocuments internal audits and other quality assurance activitiesnEnters data in databases promptly and accurately according to scoring guidelines that are fair and impartialnInvestigates guest complaints and non-conformance issuesnCollects and compiles statistical quality datanAnalyzes data to identify areas for improvement in the quality systemnDevelops, recommends, implements, and monitors corrective and preventive actionsnPrepares reports to communicate outcomes of quality activitiesnIdentifies training needs and organizes training interventions to meet quality standardsnMonitors and communicates risk management activitiesnEnsures the document management systems is up to datenAssures ongoing compliance with quality and industry regulatory requirementsnTrains on all operational applications used within the contact centersnAdheres to all service compliance requirementsnOther duties and responsibilities as assignednRequirementsJob Requirements: (please ensure you meet the listed requirements prior to applying) nHigh School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employmentnThree (3) years of contact center, telecommunications, quality assurance, high volume sales, or hospitality industry experience– requirednnExperienced and proficient user in Microsoft Word, Excel; a skills test will be administered and candidate must achieve at least 70% skills pass rate- requirednnExcellent written and verbal communication skills; a test will be administered with a pass or fail score –requirednnTwo (2) years of experience performing Quality Assurance in a contact center or telecommunications environment – preferrednnExperience in developing and implementing QA programs – preferrednnPrior supervisory or leadership experience – preferrednnProven ability to achieve and maintain departmental quality standardsnDemonstrated ability to train and develop new and existing support employeesnDemonstrated ability to rapidly gain product knowledge and effectively communicate information to employeesnAssist department in development and maintenance of standard operating procedures and work processes for client specific and internal operationsnAbility to work in a fast-paced environment and meet deadlinesnMust pass a job audition and skills testnMust be flexible with work shifts; willing to work all shifts when requested or requirednWilling to work odd and irregular hours including nights, weekends and holidaysnWilling to travel and participate in training as recommended or requirednMust have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this positionnMust have willingness and ability to work in a smoke/secondary smoke environmentnNATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMESOn-line applications are accepted at ****For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality. Source: Hospitality Online,

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