Quality Assurance Specialist

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

What will you do?

  • Assist in conducting client calibration calls.
  • Monitor and audit agent calls to provide trends and lessons learned to both agents and operations team.
  • Provide the QA Supervisor & Manager with data on the status of the operation’s quality assurance.
  • Serve as a Subject Matter Expert (SME) for contact center standard operating policies and
  • Act as a point of contact for the support staff to assist with questions with workflows and projects and handle escalated customer/member calls from support staff (escalated Supervisor calls) for resolution.
  • Responsible for updating client logs and coordinating training for Quality Assurance team to ensure compliance for weekly QA feedbacks.
  • Respond to QA issues via ticket and/or emails with urgency and immediacy.
  • Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume times or as needed by CRMs and CC Management.
  • Support the various ticket teams and staff team as needed, and act as a backup when members of the team are absent.
  • Cross-train in the day-to-day call center skills, tasks, and projects.
  • Perform any additional duties assigned.

What does it take?

  • Schedule is best M-F from 9am EST to 5pm EST, but time can be flexible as long as daily work is consistently completed with accuracy and client sessions are attended.
  • 1+ year experience working in a virtual contact center environment OR  6+ months service contract with ACD Direct.
  • Knowledgeable in Microsoft Office products (Excel, Word, Outlook).
  • Time management and customer service skills
  • Good Coaching skills
  • Familiar with the 1099 agent model
  • Must be able to work evening and weekends (Friday, Saturday and Sunday) if needed.

How we will support you?

– Salary:

  • $12.50/hr to start with potential for an increase after 90 days.
  • After completing 90 days with a satisfactory review – compensation will increase to $13.00/hr 

– Remote Work – No commute time to the office

– Equipment Provided:

  • Laptop
  • Headset
  • Monthly Cell Phone Stipend
  • Monthly Internet Stipend

– Benefits:

  • Medical/Vision and Dental Insurance
  • Flexible Spending Account / Health Savings Account
  • Personal Accident Insurance
  • 401(k)/Roth with matching
  • Tiered PTO based upon length of employment
  • Discounts & Life Services offered through Optum EAP

– Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 18 years!)