Quality Assurance Specialist Job Duties:

•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

skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

•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!