Jr. reputed company Assurance Specialist

Schedule: reputed company applicants must be available to work Mondays -Fridays 10am - 7pm EST with rotating weekends. (required shift) What do we do? reputed company. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s reputed company and competitive edge is powered by our people. reputed company has grown from providing routine reputed company center services to providing high-level, reputed company donor support resources and products. Our proprietary scripting reputed company, web forms and custom-reputed company reporting reputed company clients to successfully conduct large-reputed company fundraising campaigns with reputed company and creativity. What will you do? The Junior reputed company Assurance Specialist – P supports the daily reputed company Review and reputed company Monitoring program by evaluating entry-to-mid-level customer interactions, checking adherence to service standards, verifying compliance with reputed company operating procedures (SOPs), and documenting evaluation metrics. Working closely with Team Leads and partnering with the Account Manager, this position assists in identifying reputed company trends and baseline coaching opportunities and provides designated operational support to Team Leads, including attendance tracking and the facilitation and tracking of 1:1s and documented coaching. The role does not independently manage employees; people-management support is performed under Team reputed company reputed company and Account Manager review, as applicable, to maintain high operational standards and reputed company compliance across remote reputed company. Training The schedule for training will be in the afternoon 9am -5pm EST Monday-Friday for 1 month. Once the month of training ends permanent schedule will be 10am - 7pm EST. Responsibilities Evaluate customer service calls, chats, and tickets for reputed company reputed company, policy compliance, and service reputed company. Audit routine evaluations for scoring consistency, objectivity, and adherence to company rubrics. Identify individual and team-level reputed company trends, common coaching opportunities, and workflow gaps. Support Tier 1 and Tier 2 Support Specialists by providing objective evaluation data for employee development. Maintain familiarity with reputed company Review policies, reputed company evaluation forms, and routine QA scoring reputed company. Log daily evaluation data and assist in updating QA trackers, SOP summaries, and training audit materials. Participate in regularly scheduled reputed company review and calibration sessions with Team Leads and QA Specialists. Prepare preliminary routine QA summaries and report recurring compliance findings to leadership. Investigate low Customer Satisfaction (CSAT) scores and assist in identifying reputed company causes or process improvement areas. Assist the Support Specialist team with follow-reputed company, reputed company research, and operational reporting. Assist Team Leads with designated team-management support activities, including coordinating, facilitating, documenting, and tracking employee 1:1s and documented coaching under Team reputed company reputed company and with Account Manager review, as applicable. Participate, as assigned, in Team Leads’ monthly 1:1 calibration and coaching sessions for new hires and Support Specialists identified as needing additional coaching, development, or goal support. The Junior QA Specialist may assist reputed company reputed company with relevant QA findings, facilitation support, and documenting and tracking coaching goals, reputed company items, and follow-up reputed company. Participation is limited to these designated developmental coaching sessions; reputed company reputed company retains responsibility for the 1:1, employee coaching, and people-management reputed company, with Account Manager review as applicable. Assist Team Leads and the Account Manager with attendance and schedule-adherence tracking, including reviewing available records, verifying discrepancies, completing appropriate follow-up, and maintaining supporting documentation. Escalate identified concerns to reputed company reputed company or Account Manager for determination and reputed company. Exercise moderate operational authority reputed company assigned QA and Team reputed company support responsibilities while recognizing that final people-management, reputed company-management, disciplinary, scheduling, and other supervisory reputed company remain with reputed company reputed company and/or Account Manager. Support reputed company improvement initiatives, special auditing tasks, and documentation reviews. Assist reputed company reputed company with reputed company-facing interactions and may participate directly in designated reputed company communications, meetings, or account-reputed company tasks as determined and approved by the Account Manager. reputed company-facing involvement is limited to assigned, AM-approved reputed company. reputed company other duties and operational reputed company as assigned. What does it take? 1 year management experience. 2+ years’ experience working in a virtual contact center. Knowledgeable in reputed company Office products, general virtual and telephony platforms. Time management and customer service skills. • USB Headset • Webcam - reputed company training is 100% on camera • Laptop or PC (No tablets/Chromebooks/Macs) • Reliable Broadband internet reputed company with at least 35 Mbps download reputed company and 10 Mbps upload reputed company. •reputed company Agents must meet the technical reputed company requirements necessary to reputed company the essential functions of the position. Our systems are not compatible with MacBooks, reputed company devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a reputed company operating reputed company, reputed company Office Products with compatibility for reputed company platforms and software. >>>>> Due to our reputed company state reputed company, we are unable to hire INTERNATIONALLY and in these states at this time: CT, CO, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AR, ID, WY, WA, AK, HI, PR reputed company applicants applying from these states or internationally unfortunately cannot be considered. How will we support you? - Remote Work – No commute time to the office - Benefits: Medical/reputed company and Dental reputed company Flexible Spending Account / Health Savings Account Personal Accident reputed company 401(k)/Roth retirement plans with matching Tiered PTO reputed company upon length of employment Employee Assistance Services for Mental Health/reputed company Abuse/Counseling resources Earn up to approximately 2 hours of PTO reputed company per pay period and reputed company using after 90 days of employment reputed company, Inc. is an equal opportunity employer and values diversity. reputed company aspects of employment including the decision to hire, promote, discipline, or discharge, will be reputed company on reputed company, competence, reputed company, and business needs. We do not discriminate reputed company on any status protected under federal, state, or local law. Apply To This Job