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Quality Assurance Specialist
Confirmed live in the last 24 hours
Locations
Minneapolis, MN, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Operating Systems
Communications
Requirements
  • 2 years' experience in a telephonic or other direct customer contact position is required
  • Knowledge and experience with call center metrics and reporting
  • Customer service orientation; energetic and outgoing personality
  • Exceptional listening and analytical skills
  • Multitasking skills and detail-oriented focus required for a fast-paced environment
  • PC knowledge: Working knowledge of Windows operating systems, Internet and mainstream web browsers
  • Intermediate knowledge/expertise with software (Word and Excel)
  • Have excellent oral, written and interpersonal communication skills
  • Strong Problem-solving capabilities to troubleshoot and improve quality outcomes
Responsibilities
  • Identify and resolve quality assurance issues by reviewing applications for clients to receive social security disability benefits
  • Provide productive and constructive written feedback to Team Leads regarding documentation submission
  • Track and report application submissions, audit and share findings weekly with operations management team
  • Analyze reports to identify areas needing improvement
  • Escalate high risk issues immediately to the General Manager
  • Ensure completeness/accuracy of applications/packets
  • Suggest improvements to existing systems and processes to drive quality and efficiency and enhance the customer experience
  • Recommend training content additions/updates to improve application staff training outcomes
  • Collaborate with training team to develop evaluation programs and drive productivity
  • Drives improvements in key metrics (Lead conversion, Packet return, Form Submission Filings)
Desired Qualifications
  • CRM Software experience is a plus
Internet Brands

5,001-10,000 employees

Internet media company
Company Overview
Internet Brands integrates web solutions for businesses with media websites for consumers in key vertical markets. The company makes managing enterprise digital easy with a suite of easy to use tools.
Benefits
  • Medical, dental, & vision insurance
  • Life insurance
  • Short & long term disability
  • Flexible spending accounts
  • Credit union membership
  • Employee assistance program
  • Paid Holidays
  • Paid Time Off
  • Casual Dress
  • 401k plan
Company Core Values
  • Move fast
  • Aggressively experiment
  • Spend and operate smartly
  • Grow our people internally
  • Flexible and collaborative
  • Aspire to find the best in ourselves