Need your help - QA Coach/Specialist position

[John Ramette]

Hi all,

I have a client who is need of a QA specialist for a company located in the DFW airport area (not at the airport).

Two questions:

Does anyone have someone they could recommend?

What is the going rate for a salary position such as this.

As always, your help is appreciated.

Thanks,

John

QA Specialist Position:

Our call center has an opening for a Quality Assurance Specialist. We're looking for a qualified person who has QA

experience in a call center environment. This is not a position for people who have QA experience in

manufacturing, etc. The product that we sell is an intangible "service" and the person we are seeking will have

experience in assessing the quality of the performance of representatives who deal with the public over the

telephone. The person in this position monitors service and sales calls to assess employee demeanor, technical

accuracy, sales performance, and conformity to company policies and procedures. Work hours for the position are

Monday through Friday.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Measures employee performance via recorded monitoring and case audits.

Measures process performance (gaps) via recorded monitoring and case audits.

Analyzes trend report data from audits.

Works with management on employee coaching, training and development to enhance or correct the behaviors

that lead to excellent customer service.

Assists with development of the QA Process.

Works on a variety of assigned special projects

REQUIREMENTS

Experience and Qualification Requirements:

Excellent customer service skills and some technical expertise with spreadsheet and word processing software.

Experience in a Quality Assurance environment in a call center or the service industry

Sales experience preferred

Strong telephone communication skills

Excellent written and verbal skills

Stable work record and job history

Background and Drug Screen Pre-Employment Requirement

[Crystal Thomas]

Hi John-

 

I hope this email finds you and your family doing well.  I don't know of a candidate off the top of my head for this role but I did visit salary.com and plugged in some information for a salary band.  It looks like this skill set would merit a salary band of  $36,000 to $40,000 annually.  Hope this helps.  I will keep my eyes open for a candidate and if I should run into one I will  send them your way.

 

Keep in touch...

Crystal McHenry-Thomas
(817)507-5888

--
You received this message because you are subscribed to the Google Groups "DFW Customer Service/ Call Center Group" group.
To post to this group, send email to dfw-customer-servic...@googlegroups.com.
To unsubscribe from this group, send email to dfw-customer-service-call...@googlegroups.com.
For more options, visit this group at http://groups.google.com/group/dfw-customer-service-call-center-group?hl=en.

[Luba Nemcow]

Hi John, this is Luba.  I was a member of this group at one point when I lived in Irving.  I will be a very good candidate for this position.  I have 5 years experience of a QA Analyst iand two years of Supervisory experience in call centers.  Attached is my resume. 

 

Hope to hearing from you soon.

 

Best regards,

 

Luba

--

[John Ramette]

Hey Luba,

Thanks for sending this along.  I will pass it along to my client.

What is your salary range these days?

John

<LubaNemcow -Customer Service QA.doc>

[John Ramette]

Luba,

Sorry - did not mean to send this to the group.

Please reply to jrra...@verizon.net.

John