PAS (CQA) Call Quality Assurance Auditor
PAS (CQA) Call Quality Assurance Auditor job in Tacoma, Washington - Remote Veterans and Military Spouses Encouraged to Apply Civilian position supporting the military community Benefits/Compensation: $19-22 per hour Health and Welfare Fringe Benefits: $5.09 per hour Paid Time Off - 10 8-hour days Paid Holidays - 11 days Paid Sick Time Company-funded match and safe harbor 401(k) Medical, Dental and vision plans available Life insurance and accidental death plans available Short-term and long-term disability plans available TRICARE Supplemental available Supplemental Benefit plans available Employee Assistance Program Pet Insurance Plans available Will Preparation Services available
What You'll Do
Complete audits on assigned agents monthly to attain 5% minimum requirement to include inbound and outbound calls. Complete assigned audits on new Help Queue associates for a minimum of 3 months. Complete new hire audits as assigned. Review all failed calls, one-on-one with associates. Enter segments for failed called audits and coaching opportunities. Enter errors found in call quality audits. Participate in regular calibration sessions with leadership. Ensure contractual and procedural compliance in each audit. Thorough documentation of deficiencies, areas of opportunity and positive feedback. Provide feedback to leadership regarding trends, potential process deficiencies, and provide potential solutions. Become a subject matter expert for each department. Host virtual chair-sides. Assist in creation of new call quality related documents, to include policies, procedures, job aids and communications. Provide floor support/management to include taking calls/HQ. Other duties as assigned. What You'll Need High school diploma or General Educational Development (GED) equivalency Must be in current role for six months or greater. Must not be on any disciplinary action. Must be meeting current quality standards and maintain compliance with posted schedule on a consistent basis. External candidates must have call center quality auditor experience of 1 year minimum Must be meeting attendance standards to maintain call quality auditor position. Exceptional communication skills, to include proper grammar and punctuation. Ability to work independently with minimal supervision. Ability to interpret policy and apply to auditing (critical thinking). Excellent time management. Come join our team of healthcare professionals! www.fsrpeople.com Federal Staffing Resources (FSR) is an Equal Opportunity Employer. We make employment decisions based on qualifications, merit, and business needs, and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under federal, state, or local law. FSR is committed to providing reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs. We proudly encourage Veterans and individuals from all backgrounds to apply.