Full-Time

Quality Assurance Specialist Job ID 2024

Confirmed live in the last 24 hours

Internet Brands

Internet Brands

1,001-5,000 employees

Provides integrated web solutions across sectors

Legal
Consumer Software

Junior

Minneapolis, MN, USA

Required Skills
Quality Assurance (QA)
Customer Service
Requirements
  • 2 years' experience in a telephonic or other direct customer contact position
  • Knowledge and experience with call center metrics and reporting
  • Exceptional listening and analytical skills
  • Basic PC knowledge, working knowledge of Windows operating systems, Internet and mainstream web browsers
  • Intermediate knowledge/expertise with software (Word and Excel)
Responsibilities
  • Identify and resolve quality assurance issues by listening to calls in real-time
  • Monitor calls to ensure the delivery of excellent customer service on every call
  • Provide productive and constructive written feedback to Team Leads regarding agents’ interactions with callers
  • Understanding of the Quality Compliance Scorecard (QCS) as it relates to each department
  • Track and report staff performance to Center Supervisors/Team Leads daily/weekly and monthly to operations management team
  • Analyze call data to identify areas needing improvement
  • Escalate red flag calls immediately to the Call Center Manager
  • Identify any problematic recurring issues arising during intake calls and suggest ways to resolve them
  • Ensure completeness/accuracy of intakes in the CRM by regularly monitoring the lead dashboards
  • Suggest improvements to existing systems and processes to drive quality and efficiency and enhance the customer experience
  • Prepare Quarterly presentation of Call Center QA Statistics
  • Recommend training content additions/updates to improve intake staff training presentations/materials

Internet Brands is a compelling workplace due to its strong market presence and specialization in fully integrated web solutions that cater to a variety of sectors such as automotive, health, legal, and home/travel. With technology that supports over 250 million monthly visitors, employees at Internet Brands are at the forefront of delivering cutting-edge web presence software products and services, thus contributing to its leadership and competitiveness in the industry.

Company Stage

IPO

Total Funding

$303.7M

Headquarters

El Segundo, California

Founded

1998

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

-2%

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