Job Title: Customer Service/Contact Center - Svc Rep, Quality Assurance
Duration: 4 months
Remote 
Hours: 8-5, mandatory OT

Ideal Candidate: Someone not afraid to jump right in. Flexible. Able to pivot to new things with ease. Attention to detail

Top 3 skills needed for this role: Attention to detail, flexibility, communication
Tools and/or software will they be utilizing: Computer processing

GENERAL PURPOSE OF JOB
This position will perform and deliver on routine assignments for his/her assigned area(s) of responsibility in accordance with established procedures/guidelines. S/he will be responsible for performing, researching, and providing feedback on routine quality audits.

DUTIES AND RESPONSIBILITIES
Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Meets or exceeds departmental quality and service standards.
Works overtime as needed.
Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
Makes routine & non-routine decisions under close supervision, applying limited discretion within role except for matters of significance which affect the business as a whole or a significant part of it, in accordance with established procedures/guidelines
Performs task by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.
Performs routine, participant-level and some plan-level quality audits in accordance with established guidelines, procedures, and audit criteria.
Ensures incoming audit requests are completed accurately, in a timely manner, and meet departmental quality/production standards.
Performs assigned quality audits within multiple systems / product lines.
Provides routine audit feedback and corrections to management and appropriate business contacts.
Escalates issues/concerns to more senior team members and/or management when appropriate.
Maintains a strict level of confidentiality.

ADDITIONAL POSITION RESPONSIBILITIES
Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
Remains current in profession and industry trends.
Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes
Performs other duties as required.

EDUCATION AND EXPERIENCE
High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
0 - 1+ Years of experience in quality assurance and/or quality control or other related field that directly aligns with the specific responsibilities of this
position. (Required)

LANGUAGE SKILLS
Ability to read, analyze and interpret internal documents such as policy and procedures and standard operating procedures.
Demonstrates strong written and verbal communication skills.

MATHEMATICAL SKILLS
Works with mathematical concepts such as addition, subtraction, multiplication, division, averages and/or variances.

REASONING ABILITY
Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form.
Define problems, collect data, establish facts and draw valid conclusions.
Demonstrates ability to evaluate information and the implications of a course of action or solution.

OTHER SKILLS AND ABILITIES
Ability to perform under stress in cases of emergency, critical or hazardous situations.
Ability to work with others in a team environment.
Demonstrates ability to work in a fast-paced environment.
Demonstrates solid relationship management skills with internal and/or clients (e.g. management, peers, colleagues, customers, etc.).
Demonstrates strong interpersonal skills with a collaborative style.
Demonstrates strong organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
Demonstrates the ability to use sound judgment and discretion regarding confidential information.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Successfully completes regulatory and job training requirements.

PHYSICAL DEMANDS
Must be able to lift up to 10 lbs
While performing the duties of this job, the employee is frequently required to sit, use hands to handle & feel & talk, hear & see.
The employee is occasionally required to stand, walk & reach with hands & arms.
Employee must be able to work more than 40 hrs per week.
Pdf Signature
The job demands described here are representative of those that must be met by an employee to successfully perform the functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.
It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations and for establishing performance standards.
The percentage of time spent performing the various job duties is not absolute.
The incumbent shall perform all other functions and/or be cross trained as shall be determined by the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.
This document is not a contract for employment. Employment is at-will. 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 19.00/hr.