Speed Commerce · 9 hours ago
Quality Assurance Specialist
Las Vegas, NV
Contract
Onsite
Entry, Mid Level
$17/hr - $17/hr
2+ years expSpeed Commerce provides outsourced order fulfillment and contact center services to some of retail's most recognizable and successful brands. The Quality Assurance Specialist is responsible for evaluating and scoring the quality of inbound and outbound contacts to ensure alignment with client expectations and consumer satisfaction.
Call CenterContact ManagementE-CommerceInformation TechnologyLogisticsSupply Chain ManagementWholesale
Responsibilities
Evaluates all interaction types, delivery channels and opportunities for consumer engagement to include phone calls, chats, emails, prescriptions, and cases
Employs established systematic monitoring schedule to ensure contact sampling across days, weeks, months, and contact types consistent with contractual obligations and agent performance requirements
Identifies and reports upon discovered trends including individual and team-wide errors or deficiencies
Meets consistently with clients and senior company management to present and define staff performance
Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills
Ensure the integrity and the veracity of quality standards by participating in calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis
Other duties as directed by management
Qualification
Required
High school diploma or general education degree (GED); 2 years of Quality Assurance experience in a call center environment is required
Ability to read and comprehend simple instructions, short correspondence, and memos
Ability to write simple correspondence
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans
Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
Ability to handle confidential information
Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
Experience with Microsoft Applications
Experience with company telephony systems
Experience with additional tools used for oversight in connection with front-line staff utilization
Prolonged periods sitting at a desk and working on a computer
Company
Speed Commerce
Speed Commerce is a private, vertically integrated, multi-channel platform of e-commerce services.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
$175MKey Investors
GE Commercial Finance
2014-06-01Post Ipo Equity· $10M
2005-04-18Post Ipo Debt· $165M
1993-12-13IPO
Leadership Team
Cary Samourkachian
President & CEO
Lauren Groh
Director of Finance
Recent News
Company data provided by crunchbase