QA Responsibilities:

• Monitor and score calls/emails for all business lines within our organization: Customer Service, Collections and Email
• Work closely with team leads, supervisors and managers to report any trending opportunities
• Assist with the development of effective training materials for new hires and existing agents 
• Assists with the monitoring of team member performance according to QA guidelines, procedures, and expectations
• Provides coaching and training feedback to team members based on performance benchmark evaluations.
• Conducts call calibration with management and client to ensure consistency in the performance evaluation process.
• Communicates QA updates to team members as appropriate.
• Assists with the maintenance and ongoing development of all training materials including
• Assist with escalation calls when needed
• Provide support to agents in the absences of management

Trainer / QA Requirements:

• BA/BS or 1 Year in a QA role
• Strong knowledge of MS Power Point
• Strong knowledge of MS Word
• Strong organizational skills and attention to detail