• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution

• Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations

• Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary

• Assist in development and design of product specific databases

• Review and score work

• Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients

• Monitor quality assurance programs and processes to identify gaps and risk assessment

• Design and conduct training for as needed

• Provide coaching to staff and track performance expectations and results

• Make final scoring decisions on disputes which impact quality results

• Interact with staff and business partners to promote team work and departmental effectiveness

• Support Quality Assurance; proactively provide feedback and present ideas for improving or implementing processes and tools with Quality Assurance impact

• Perform complex transactional support tasks

• Provide support on escalated questions

• Interact with client personnel on a wide range of information

• This team addresses quality assurance that involves call monitoring of post-remediation customer service calls .

• An unprecedented spike in volume on call evaluations on certain products is expected in the next few months.

• This person will listen to a call and go through a structured checklist to submit a sample report to the managers.

• Will focus on 3-4 very specific calls with FAQ’s and talking points.

• Most of the calls are dedicated to Home and Auto Loans, but not exclusively.

• A report is exported from the call application, working off the previous month’s activity.

• Currently done manually on a spreadsheet, may move to Jira in the future.

• QA Admin will be assigned the calls and can organize their own structure on how to address their assigned tasks.

• Usually do about 8 calls per day.

• Calls are usually 10 minutes in length, then about 15 minutes to compile the sample to submit to the managers for review.

Additional Skills and Qualifications:

• 4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience with call monitoring

• Previous experience working with web-based quality tracking systems.

• Moderate proficiency in Excel, Word, SharePoint.

• Ability to follow procedural steps and job aids to ensure quality assurance results are properly tracked

• Attention to detail is the key quality to have

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.