Contact Center Quality Assurance Auditor jobs in Boca Raton, FL

We are seeking a Call Center Quality Assurance Specialist to join our team. This position will be responsible for monitoring and evaluating both inbound and outbound calls and email interactions with customers. The primary goal is to ensure that all communications adhere to our company's set scripts, guidelines, and quality standards, thereby ensuring exceptional service delivery and customer satisfaction.

Key Responsibilities:

• Conduct regular monitoring of agents' interactions with customers through calls and emails, ensuring compliance with company scripts, policies, and procedures.
• Use quality monitoring data management system to compile and track performance at team and individual levels.
• Provide constructive feedback and actionable insights to agents and management.
• Identify trends and insights from quality audits, and recommend improvements to scripts, training materials, and customer service strategies.
• Coordinate with training and development teams to address individual and team performance issues.
• Ensure that all customer interactions are handled professionally, with a high degree of customer satisfaction and in accordance with company standards.
• Participate in the design and revision of quality assurance policies and procedures.

Qualifications:

• Outstanding communication skills, both verbal and written. Bilingual is a plus.
• Proven experience as a Quality Assurance Specialist in a call center environment.
• Strong understanding of customer service quality standards and best practices.
• Excellent analytical and problem-solving skills.
• Proficient in MS Office and call center equipment/software programs.
• Ability to provide constructive feedback in a manner that fosters improvement.
• Strong attention to detail and a commitment to excellence.
• Ability to multitask and meet tight deadlines in a fast-paced environment.
• Demonstrated ability to work well in a team and maintain professional relationships with all staff members.

What We Offer:

• Competitive salary and benefits package.
• Dynamic and challenging work environment.
• Opportunities for professional growth and development.
• A supportive team and management committed to quality and excellence.
• No Nights or Weekends
• Paid Time Off (PTO)