Job description

QUALITY ASSURANCE SPECIALIST - SEASONAL
At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! If you are detailed-oriented, enjoy working in a fast-paced environment and enjoy helping others this will be a GREAT place to make your work home!
Founded in 2013, we have an amazing story! SaviLinx is a Women Owned and HUBZone certified business that has been listed on the Inc. 5000 list of fastest-growing companies in 2017, 2018, 2019, and 2020!
SaviLinx creates caring connections with an innovative mindset to elevate the human connection. Real people. Real partners. This applies to all team members and the following are our guiding principles in all of our daily work.
OUR GUIDING PRINCIPLES
Make every interaction Count
Act with Respect and Integrity
Demonstrate Passion for Continuous Improvement
Be Worthy of Trust from all Stakeholders
OVERVIEW:
This seasonal Quality Assurance Specialist is responsible for evaluating numerous calls per week, entering evaluations into the call monitoring systems, and providing feedback to supervisors and agents regarding any failed calls in a timely manner. The QA must also be available to take calls during the course of a workday.
ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Exemplifies the SaviLinx Guiding Principles in all aspects of work.
• Oversees employee performance via recorded monitoring and case audits.
• Monitors process performance (gaps) via recorded monitoring and case audits.
• Maintains proper documentation of call performance and associated corrective measures as applicable.
• Contributes to a positive team environment.
• Conducts calibration meetings with internal and external stakeholders.
• Stays up to date on new products, procedures and marketing initiatives.
• Documents agent performance and feedback.
• Maintains proper documentation of call performance and associated corrective measures as applicable.
• Ensures that the quality of all new hire paperwork meets or exceeds all requirements for accuracy and timeliness.
• Follow the direction of the Program Manager, Admin Team, and Client in regard to all work-related tasks and scheduling.
• Takes calls up to 100% of the workday.
• Works on a variety of assigned projects.
• Follows all safety, ethics, human resources and security policies and procedures.
• Demonstrates excellence in punctuality and attendance.
• Adheres to all COVID safety measure while in the facility.
• Regular and consistent attendance is an essential attendance is an essential function of the job.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITY:
No Supervisory responsibility.
EXPECTED WORKDAYS/ HOURS:
This position requires full, flexible availability including evenings and weekends as needed.
LOCATION:
Work-From-Home (after in-center training period).
QUALIFICATIONS:

• Experience in a Quality Assurance environment in a call center or the service industry experience preferred.
• Excellent customer service skills.
• Excellent communication skills both written and verbal.
• Ability to read and write clear and understandable instructions.
• Good problem solving & decision-making skills.
• Ability to handle multiple tasks at a time.
• Candidates must be service oriented, self-confident, and dependable.
• Ability to meet/exceed all deadlines.
• High School diploma or equivalent.
• Minimum 1-2 years customer service experience preferred.
• Must be able to use PC and have knowledge of Word, Excel and Outlook.
• Must be self-motivated, detail oriented.
• Must work with a high sense of urgency in a fast-paced environment.
• Must be effective and efficient working in a team environment, providing constructive feedback and working in a team environment.

OTHER DUTIES:
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Hear from some of our employees!

Education
Preferred

• High School or better

Location: Caribou,Maine,04736,United States, Caribou, ME 04736

Job Type: Full-time

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