Quality Assurance Representative

Reporting to the Customer Care Manager, the Quality Assurance Representative is a behind the scenes professional who ensures our CSR Team is providing the highest possible level of service to our customers.

The Quality Assurance Representative is responsible for ensuring the quality and compliance of our services is met through testing, monitoring, and evaluation of incoming and outgoing phone calls with customers. They prepare and submit detailed records of quality control activities to the Customer Care Manager to be used when coaching the CSR Team.

The Quality Assurance Representative is to maintain a working knowledgeable of the products and services as well as our processes in order to evaluate if our standards are being met on every phone call. The Quality Assurance Representative collaborates the Customer Care Manager to analyze existing processes to identify areas for improvement in terms of efficiency and quality.