Sales Quality Assurance Specialist

HelpGrid is one of the leading companies in the BPO industry. Established in 2014, supporting 30,000 clients every day across 8 countries.

We are looking for an additional person that could help us mitigate errors, help us elevate our customer experience, and support the compliance of the team.
The ideal candidate is a responsible, dependable, hands-on individual with a positive “can do” personality, and exceptional multitasking skills.

Responsibilities
The Quality Assurance Specialist is responsible for assessing the quality and the performance of our Inbound customer service representatives who deal with our existing and potential customers.
The QA Specialist will monitor inbound and outbound calls and email responses to assess the associate’s demeanor, technical accuracy, customer service performance, and conformity to HelpGrid company policies and procedures.
This individual will assist in developing, creating, and implementing call center quality processes and procedures.
Prepares and analyzes quality reports.
Coach and develop team members.
Address sensitive topics.
Multitask between various systems.
Actively listen to each review to confirm that reps meet certain quality goals.
Remain positive and upbeat throughout every agent interaction.
Properly manage expectations and follow through on internal and external commitments.
Collaborate with other team members to solve inquiries.
Monitor process performance and improvements in key metrics.
Oversees weekly calibrations.
Help the Customer Service Team with calls and/or tickets, if requested.
Provides QA feedback to call center team leaders and managers.
Assists with formulation and enforcement of internal controls.
Participates in the design of call monitoring formats and quality standards.
Additional Qualifications:
At least 2 – 3 years of work experience in a similar role
Excellent Interpersonal Skills (empathy, rapport building, conversation, etc)
Excellent verbal and written communication
Excel/Google Drive proficient 
Specialized knowledge in Quality Assurance
Ability to analyze data and create and review processes
Ability to monitor and record improvements in performance and provide feedback and demonstrate a variety of coaching methods
Ability to write reports, training modules/manuals, and business correspondence.
Strong attention to detail, task-oriented, organizational skills
Benefits
Opportunity to work remotely
A resourceful, high-achieving, diverse, and fun team
Being part of fast-growing company
Competitive salary