**Your Impact**: As a Quality Assuarnce Representative, you’ll have to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement. So, what does a day in the life of a Quality Assurance Representative look like? - Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. - Completes established monitoring objectives in accordance with applicable SOP’s. - Provides written and oral feedback to the Reps on all calls monitored. - Completes daily statistical reports and spreadsheets according to standard procedure. - Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact. - Attends monthly department meetings to calibrate monitoring measurements. - Notifies management immediately of serious infractions in a Customer Service Representative’s call quality. - Follows all client SOP’s and applicable work related guidance documents. - Responsibilities may include taking Supervisory calls and escalations. **Why Choose Us?** HGS is a global leader in customer experience management. With more than 21,000 employees spread across 7 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 900 of the world’s leading brands, HGS is the perfect place to build your future! Plus, working with HGS comes with benefits like: - Hiring bonuses - Refer-A-Friend bonuses - Employee assistance programs - Career advancement in a fast growing organization - People focused environment where you’ll make lifetime connections and friendships **What we are looking for?** - To be successful, you’ll need these qualities; - You’re at least 18 years of age - High School Diploma or GED - Demonstrated written and verbal communication skills - Excellent time management skills - Must be detail oriented - Six months - 1 year experience with call center or related field COVID-19 considerations: