Quality Assurance Call Center
San Diego, CA, United States
Job Description
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Puridy Financial is an emerging financial tech company seeking to grow their team in San Diego.
- This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors.
- Monitor inbound and outbound telephone calls to ensure service meets all quality assurance standards.
- Document customer service quality issues according to company procedures.
- Maintain objectivity across scoring.
- Ensure CSRs use outlined greetings, scripts, and call procedures and follow quality standards.
- Provide QA scores and feedback to leads for it to be delivered to CSRs.
- Resolve any complex quality assurance disputes arising from completed QA questionnaires.
- Meet the required daily/weekly quota of QA questionnaires.
- Participate in call calibration sessions to continuously align on rating methodology.
- Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.
- Performs call monitoring and provides trend data to the site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Exemplary written and verbal communication skills.
- 2+ years of experience in handling Inbound/Outbound voice calls.
- 6 months of experience as a QA monitoring Call Transactions would be a plus however not mandatory.
- Should be flexible to work in rotational shifts.
- Ability to multitask and successfully operate in a fast-paced, team environment.
- Professional demeanor with the ability to maintain confidential information.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Knowledge of QA terms, tools, and methodologies.
- Strong analytical skills and attention to detail.
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Bonus opportunities
- Hourly pay
- Overtime pay
- 1 year
- 2 years
- 3 years
- 4 years
- 8 hour shift
- San Diego, CA 92128 (Preferred)
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Job Detail
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Job IdJD4384604
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSan Diego, CA, United States
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EducationNot mentioned