•Determines quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new products.
•Verifies results by measuring
•Provides feedback by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.
•Evaluates approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
•Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
•Contributes to team effort by accomplishing related results as needed.
Quality Assurance Specialist Telemarketing Skills and Qualifications:
Listening, Internal Communications, Customer Service, Performance Management, Teamwork, Quality Management, Supervision, Motivation for Sales, Product Knowledge
Hours: Monday - Friday (Business Hours)
Location: Westminster, CO
Please respond to this posting with an updated copy of your resume!