Astria Learning:
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This is a remote position.

The QA Officer / Call Quality will serve an integral role in Central Operations with a goal to maintain a high and consistent level of support quality across the team. The Quality Assurance Officer will monitor service calls to assess collaborators demeanor, technical accuracy, performance, and conformity to company policies and procedures. The Quality Assurance Officer will assist in developing, creating and implementing contact center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer's experience. He/she will be assigned to one or more than one parameter/group/ to monitor and will be working interdepartmental to meet the necessary guidelines and compliance.

The QA officer will also be able to work individually and in a team to offer support within the Quality Assurance Department in the following ways but not limited to:

Responsibilities

• Monitor inbound and outbound call responses to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

• Partners with managers and supervisors to identify key performance drivers and build appropriate training and quality assurance initiatives.

• Participate in design of call monitoring formats and quality standards.

• Coordinate and facilitate call calibration sessions for collaborators

• Provides regular,constructive feedback to team leaders and managers.

• Create KB articles with the current process more clear and differences between programs better outlined.

• Prepares and analyzes internal and external quality reports for management staff review.

• Ensure compliance with the company's quality systems.

• Audit to admissions review and confirmation of documentation per student, database upkeep of students admitted on a daily basis.

• Validation of confirmed enrollments : verify admissions payment, verify all documents online, validate any conditional admissions, process final enrollment, update new students reports, hand in notes

Requirements

• 2-3 years Call Center Customer Care Experience

• 1+ years' Quality assurance experience

• Must be organized, detail-oriented, and able to handle multiple tasks simultaneously

• Ability to verbally articulate and communicate with mangers, team members, and customers

• Have strong attention to detail since every process relies on data entered or reviewed.

• English - Fluent Speaking and writing

• Home Office (No background noise)

• Head set

• Personal Computer

• Fast and reliable Internet Connection (15-20 MBPS)

• Bachelor’s degree

• Good communication skills

Benefits

Competitive compensation that depends on your skills and qualifications.

• Professional and career growth.

• Compensation for sick leaves (without a doctor’s notice) and regular vacations

• 
  Passionate experienced team and enjoyable working environment.
• 
  Work from home with office essentials and support.