Quality Assurance Specialist

Description

Function Specific Ensure quality deliverables are consistent with expectations set by Quality Manager, QA department expectations, Operations Team expectations, and client contractual requirements. Ensure assigned programs are meeting weekly and month ending requirements for scoring recorded, live and side by side telephone interactions.Enter data in QA database promptly and accurately according to scoring guidelines that are fair and impartial.Lead quality coaching sessions with agents as requested in partnership with Operations Supervisor Team.Analyze quality results to identify trends, create, implement, and manage quality improvement projects in partnership with Training and Operations teams.Develop action plans based on identified areas needed to improve upon, trends identified within a particular LOB, and/or as directed by Quality/Operations Management.Facilitate/Colead internal and external calibration sessions.Daily report findings with detailed and specific information in regards to QA monitor results. Maintain close relationship with Account Management, Operations and Training to ensure to ensure effectiveness of overall Quality Assurance Program. Participate in QA reward and recognition programs to ensure proper reinforcement of all Quality Assurance expectations by Harte Hanks, the Quality Department and the Client.