About the Role:The Quality Assurance Specialist is responsible for assessing the quality of performance for Papa’s Care Center Team Members. A strong candidate will have a proven track record of scoring inbound, outbound customer service and sales teams. Our QA Specialists are responsible for ensuring not only accuracy but assisting in ensuring that we are providing a world-class Papa Experience to our members. Our QA team members should have a passion for what they do and be ready to make an immediate, positive impact on the lives of others.
Essential Job Functions:
Essential Job Functions:
- Listen to and monitor calls for customer satisfaction, compliance, and QA scorecard processes and procedures
- Perform live call monitoring and provide performance data to management teams
- Ensure calls comply with internal quality standards and overall consistency in the delivery of “best-practices”
- Support the overall Quality Assurance workflow by conducting customer call evaluations.
- Collaborate with Quality Assurance Team Leads on best practices through weekly calibration sessions
- Follow all applicable compliance and regulatory standards
- Have a keen ear for empathy, emotional intelligence, and a passion for improving the customer experience
- Great Verbal Communicator with a passion for group facilitation
- Committed to supporting a diverse, inclusive, and collaborative work environment
- At least two years of call center experience as a team lead, QA Monitor, or similar
- Ability to work remotely with limited interruptions
- Bi-Lingual preferred but not required
- Passion for doing the right thing and helping others
Salary & Benefits:• Market Competitive Salary• Healthcare, Vision, Dental• PTO• 401K