Quality Assurance Specialist

Frontline Call Center is now seeking qualified applicants to work from home!

NOTE: Please review the Job, Tech, and Qualification Requirements below before you apply, must have the requirements in order to qualify for an interview.

Frontline is currently ONLY hiring in these states: AR, FL, GA, MI, NC, SC, OH, TX, UT, & VA. Must reside in the U.S.

We have Openings for our Quality Assurance Team –

Are you looking to work for a progressive customer service team that utilizes technology to interact and solve problems every day? At Frontline Call Center we embrace technology while providing first-class customer service. All from the comfort of your own home with benefits provided. If you feel that you would be a good fit for our team, please review further.

Job Description

As a QA, you will be trained to follow a guide process to review and provide feedback on a percentage of the contacts taken by Frontline Call Center Agents. This role exists to ensure that contacts being handled by Frontline’s Agents meet the high-quality standards that Frontline expects, and to make sure that the standards set by the clients are being met on a contact to contact basis.

Responsibilities include but are not limited to:

Call Reviews:
Listen to calls assigned in queue and submit a QMA form to the Agent with feedback on their performance
Submitting a breakdown of issue and positive feedback for inclusion in the weekly QA report
Submitting coaching requests to our coaching team for agents that are below expectations
QA Meetings:
Attend the QMA Feedback Meeting
Attend client-facing calibration meetings
Team Communications:
Agent 1v1 meetings
Following up on communications from the team
Communicating information related to yourself and your status
Relaying information given to you by clients
Reaching out to contacts as necessary
Training on new brands
Training on new processes
Maintenance of all personally held logins

Job Requirements:

Must be available to Train on weekdays
Training takes place from during the daytime hours, approximately 7 a.m.- 2:30 p.m. (PST)
Must have Open Availability 24/7 to work shifts inside the company’s hours of operation.
Attendance is vital!
A quiet place to work at home with a locked door.

Tech Requirements

Desktop Windows Computer (NO MACs or Chrome Book)
Processor: Intel i5/AMD 5 or better
12GB RAM or better
Dual Monitor
A high-quality USB headset
To be Hardwired at all time
Minimum Internet speeds of
20Mbps Download
10Mbps upload
LESS than 50ms ping stability

Pay and Benefits

Pay Rate: $14.50 hourly
Medical, Dental & Vision
Benefits-eligible on the first of the month after 60 days of employment
Sick time eligible after 6 months of employment
401k with Company Match eligible after 1 year of employment
Paid Time Off eligible after 1 year of employment
Perfect Attendance Quarterly Bonus

Frontline Call Center is a W4 employer, we do NOT hire independent contractors

Frontline is currently ONLY hiring in these states: AR, FL, GA, MI, NC, SC, OH, TX, UT, & VA. Must reside in the U.S.