Kforce - Juno Beach, FL
posted 2 months ago
Full-time - Entry Level
Juno Beach, FL
Administrative and Support Services
About the position
The Junior Quality Assurance position at Kforce Inc. involves ensuring adherence to quality assurance policies and procedures within customer support interactions. The role focuses on performing audits, documenting activities, and communicating quality standards to support associates, with the goal of improving overall service quality.
Responsibilities
- Perform routine audits of customer support interactions to ensure adherence to quality assurance policies and procedures
- Document quality assurance activities and create audit reports
- Communicate quality assurance policies and procedures to support associates
- Communicate support associate performance to the quality team and make recommendations for improvement
- Investigate deviations from standards
- Execute call quality evaluations monthly for Company and third-party vendors
- Create and maintain quality questionnaires for call observation forms
- Plan and host quality calibration sessions with Call Center Supervisory team and third-party vendor representatives to ensure consistency
- Develop and maintain QA reporting for distribution to staff and department management team
- Ensure agent reports are accurate to support agent performance and department goals
- Provide agent coaching that supports all customer growth initiatives
- Meet with agents individually and in small groups to train and clarify process questions
- Identify prevalent trends, present supporting information with analysis, and recommend process improvements to training and management teams
- Maintain working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk
- Perform other job-related duties as assigned
Requirements
- High School diploma/GED
- 3+ years of experience
Nice-to-haves
- Associate's degree
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- 401(k)
- Life insurance
- Disability insurance
- Accidental Death and Dismemberment (ADD) insurance
- Paid time off for salaried personnel
- Paid sick leave for hourly employees on Service Contract Act projects
