SHRM Quality Assurance Specialist in Alexandria, Virginia

Overview

The Quality Assurance Specialist conducts audits of customer interactions through customer emails and calls for Customer Care employees assuring company quality standards are maintained and product integrity is preserved. The specialist staff work with management to resolve quality and efficiency problems through calibrations, coaching and training.

Responsibilities

YOUR TYPICAL DAY WILL INCLUDE:

  • Monitoring and scoring calls and/or emails monthly for all Customer Care representatives.

  • Conducting feedback sessions with the team each month and provides feedback to staff and supervisors on results of Customer Care work; ensuring that processes and procedures are performed appropriately.

  • Conduct training on call monitoring and email quality standards.

  • Assisting Senior Training Specialist with staff training and on-boarding.

  • Assisting with the Knowledge Base (internal online resource site) maintenance, document creation, and revisions as required.

  • Serving as the on and off-site coordinator of SHRM seminars as requested. This includes: checking in/registering seminar attendees, setting up refreshments for attendees, answering general questions and assisting seminar facilitators as needed.

  • Supporting the registration process for SHRM sponsored conferences as required. This includes: checking in pre-registered attendees, conducting full onsite registration for attedess, act in the capacity of onsite guide for conference event; answering questions, providing assistance and guidance as needed.

  • Assisting with phone coverage, as needed, to ensure Customer Care Service Level Agreement (SLA) needs are met.

  • Assisting with email processing, as needed, to ensure Customer Care Service Level Agreement (SLA) needs are met.

Qualifications

THESE ARE THE SKILLS YOU WILL NEED IN YOUR TOOLBOX:

  • Excellent verbal and written communication skills

  • Proficiency in Microsoft Office Suite; Must be proficient in Excel.

  • Ability to use logic and reasoning to identify the strengths and weaknesses of solutions, conclusions or approaches to problems,

  • Ability to work on repetitive tasks without losing focus.

  • Attention to details and the ability to complete tasks on time.

  • Excellent customer service skills with internal and external customers.

  • Monitor and assess both others and self-performance to make improvement , take corrective action and provide constructive feedback.

  • Ability to gather and leverage data to inform and make decisions on the best cause of action when performing a needs assessment.

  • Ability to develop constructive, collaborative, and cooperative working relationships with supervisors, peers, and staff and maintaining them over time.

  • Demonstrate a willingness to take on responsibilities and challenges and to make decisions independently.

  • Must be able to work well independently with little supervision.

  • Must be ethical, have a high degree of integrity, and be able to handle sensitive information with care and confidentially.

LET US KNOW IF YOU ALSO HAVE:

  • WebEx Experience

  • Experience with database and customer relationship management software

THIS IS WHAT YOU MUST BRING TO THE TABLE:

  • High School diploma or equivalent, Associates or Bachelors degree preferred.

  • 2 years of quality monitoring experience required with an Associate or Bachelor’s degree, or 4 years of quality monitoring experience in lieu of a degree.

  • 2 years of experience working in a customer service, retail or call center environment.

WE ARE ALSO LOOKING FOR THE FOLLOWING (PREFERRED, NOT REQUIRED):

  • Call Center sales experience.

  • Experience working as a Coach, Team Leader in a call center environment.

  • Experience working in an Association.

HERE IS SOME ADDITIONAL INFORMATION YOU WILL NEED TO KNOW:

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 20 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

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Category Customer Care