Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Key Responsibilities:
- Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards
- Work with supervisors and management to ensure that all associates are meeting quality standards
- Provide training as needed to both new hires and experienced associates
- Attend and contribute to both internal and client calibration sessions
- Carry out reward and recognition programs as outlined by Everise and the client
- Remain knowledgeable on project information by keeping training manual and memos updated
- Track trends and make recommendations for refresher and/or up- training to the trainer(s)
- Any other duties and responsibilities assigned by management of the company
- Interview and train QA team
- Provide coaching and support to QARs
- Coordinate quality results with other states
- Develop bridge-building programs with Operations team
Qualifications:
- High school diploma or equivalent required. Some college preferred
- Leadership experience required
- 3-5 years QA experience in a call center environment
- Proficiency in Microsoft Office applications, especially MS Word and Excel
- Excellent oral and written communication skills
- Detailed-oriented
- Analytical skills
- Exceptional motivational and interpersonal skills
- Able to work independently
- Flexible Schedule
- Dependability regarding completion of assignments and attendance
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.