Jobs for People with MS: National MS Society

Quality Assurance Auditor

Location:

San Antonio, Texas

Job ID

2403530

This is a full-time position that offers a hybrid work environment (in the San Antonio, TX office & remote)

The Quality Assurance Auditor (QAA) is responsible for supporting methods, processes, and procedures for the Quality Assurance Team. This position will help maintain and improve service excellence through monitoring the accuracy of Central Keying Agents, documenting agent and team performance, highlighting compliance issues, and providing feedback and training to agents.

Responsibilities

• Performs daily audits to assess the quality and accuracy of agents and the Central Keying area.

• Train new agents and Central Keying agents on the department’s quality, accuracy, customer service expectations, software and procedures, phone systems and procedures.

• Utilizes audit findings to report trends and recommend training modifications to QA Manager.

• Monitor standards and metrics on a regular basis by providing reporting, audits, and training.

• Utilize established methods to accurately validate the keying of all new accounts.

• Provide assessments and evaluations with meaningful feedback that will provide agents with the appropriate communication methods to improve their interactions.

• Provide suggestions to improve process and conduct sessions to discuss, explain feedback and provide development information with agents in both regular one-on-one meetings and team meetings based on agent and team audits.

• Develop and assist agents and Central Keying area in improving their performance with mentoring, providing training, resources, specific instructions, and regular support.

• Monitor, document, and report Validation/Intake performance on both the individual agent level and overall team level.

• Will work closely with the Intake Department as needed to assist with processing of new accounts and workload.

• Provide daily, weekly, and monthly reports and information of the team’s performance to QA Manager.

Qualifications

Requirements

Experience

• Prefer 1 year of call center experience.

• Excellent oral, written, interpersonal communication and presentation skills.

• Exceptional listening, problem solving and analytical skills.

• Strong computer skills, including MS Office (Word, Excel, PowerPoint, Outlook).

• Working knowledge of network technology.

• Demonstrated ability to work well independently and in a team environment.

• Dedicated to providing exceptional customer service.

• Ability to meet deadlines in time sensitive situations.

• Strong attention to detail and integrity.

Education

• High School Diploma or equivalent preferred.

Additional Requirements

• This position will be a hybrid between the Intake/Validation departments.

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.

UniFirst is an equal opportunity/affirmative action employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or

call 800-347-7888 to let us know the nature of your request.