Quality Assurance Coordinator
HR, Office & Administrative Support
Position Description / Responsibilities
The QA Coordinator is responsible for tracking the overall performance of our Quality Assurance team, setting goals for our QA agents and assisting with the coaching/training strategy for the Learning & Development team. The QA team is the final check point before we send our leads through to the client. They are tasked with listening to each call recording, measuring compliance with the calling expectations, researching information and making the final call whether a lead is valid or invalid. They report on trends they notice and help provide us with areas to coach our call center agents. By understanding historical performance, business goals, and team motivators, the QA Coordinator creates metrics, tracks trends, and pushes the team to maximize their efforts. An excellent candidate must be organized, reliable, and results-oriented; they must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As the Quality Assurance Coordinator, you must be focused on the growth and development of the QA team, seeking opportunities and driving continuous improvement and creative solutions.
YOUR DAY TO DAY AT TECHNOLOGYADVICE:
Analyze Quality Assurance agent performance, identifying and tracking trends to ensure continuous improvement of performance
Identify ways to optimize quality assurance processes and maximize efficiency
Define responsibilities, priorities, and performance metrics, while keeping the Quality Assurance team accountable for achieving goals
Direct quality initiatives by maintaining adherence to quality assurance and business process expectations
Monitor industry trends, making suggestions and executing on areas of improvement
Tracks calling agents’ and QA agents product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call and reports to HQ management on a weekly basis.
Regularly monitor and improve QA App/Software to ensure it meets the needs of our QA process
Collaborate closely with Program Delivery and Learning & Development teams to track program and agent performance and align priorities
Work closely with Reporting Analyst to define reporting needs
WHY YOU WANT US:
Aside from an outstanding company culture that fosters innovative ideas, teamwork, professional growth, and friendly competition, we offer great benefits. You'll have the chance to work alongside fun, intelligent, and driven folks who believe in what we're doing. Check out our list of benefits:
- Competitive comprehensive health insurance (medical, dental, vision, life and disability)
- 401k plan with employer match
- Flexible paid time off
- Professional development opportunities
- Giving back to the local community
- Catered meals 4 days a week
- Gym membership reimbursement
- Team outings & birthday celebrations
- Free snacks, juice, coffee, soda
TechnologyAdvice is dedicated to educating, advising, and connecting buyers and sellers of business technology. As a trusted resource in a variety of technology verticals, the company helps buyers improve their businesses and vendors find their customers. Through unbiased research and crowd-sourced product reviews, TechnologyAdvice provides the insight that buyers need to find the right technology.
Additionally, the company’s unique demand generation programs help vendors improve product awareness by placing matched solutions in front of qualified technology buyers. TechnologyAdvice is based in Nashville, Tenn., and was named to the Inc. 5000 list of America’s Fastest-Growing Private Companies in 2014, 2015, 2016 and 2017.
Pre-employment screening required.
WHY WE WANT YOU:
Bachelor’s degree or equivalent related experience
Excellent English written and oral communication skills
Ability to actively listen and discern meaning from voice inflection and tonality
Detail-obsessed, while remaining efficient
Superior organizational skills
Results driven with a strong sense of urgency
Must be able to take direction and require little follow-up
Proficient in Microsoft Excel
Ability to effectively collaborate with a remote team
Cross-cultural competency preferred
Telephone Sales/Call Center or Quality Assurance Experience a plus
Working experience with reporting platforms a plus
To apply, click here.