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Part-time

Remote • Customer Success

Solutionreach is hiring for a Quality Assurance Specialist (QAS). We are a virtual first company, with teams working across North America. This role is virtual and part-time. #LI-Remote

This role is for the duration of 2-6 months temporary with a 20 hour workweek.

The Quality Assurance specialist (QAS) is responsible for assessing the quality performance of our Customer Success team who interacts with Solutionreach existing and potential customers for technical support.

What are the duties of this role?

• Monitor inbound and outbound call and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring and provide trend data to the management team.
• Use a quality monitoring data management system to compile and track performance at team and individual levels.
• Performs monitors of customer care email and chat responses.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepare and analyze internal and external quality reports for management review. Perform other duties as assigned.

Skill Set

What will I need to thrive in this role?

• 1-2 years Call Center Experience preferred
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills, dedication to providing exceptional customer care
• Must be self-motivator & self-starter
• Focus on quality and customer service
• Good organizational skills, knowledgeable of goal-setting practices
• Excellent listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels internally and externally
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set & adjust priorities as needed
• Bachelor’s Degree is a plus

What does high performance look like?

• You embody the tenets of our Credo: Team Members First, Communicate Clearly, Fearlessly Lead and Evolve, Bring Our Best Selves.
• You explode with a “Customer Are Important” attitude and customer satisfaction is important to you.
• You are self-directed and self-motivated.

Sounds great. What else do I need to know?

• Fast Evolution: Solutionreach evolves quickly and constantly to succeed as a business. This means sometimes we switch gears halfway through a project, solve problems with minimal information, and roll with the punches.
• Big Goals: We have a mission to transform healthcare, and you impact that directly. We demand high execution and strong results. You work smart and get it done.
• Non-stop Learning: We care about personal development and have a culture of feedback, so your manager or team may have to tell you things that are difficult to hear and vice versa.
• Differences: The last thing we want is hiring people who are just like us. This means you will work with others that you may not immediately click with or sometimes disagree with. That's not a bad thing. Be curious and compassionate. Be willing to change your mind. That's belonging in its true form: celebrating and finding genuine value in our differences.

What is the selection process?

• A phone call with People & Culture, our version of HR
• A Zoom interview with the Hiring Manager
• A Zoom interview with the Department Director

Solutionreach, Inc. is an equal opportunity employer and E-verify participant. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.