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Social Media Quality Assurance

Austin, TX

  • BA/BS degree or equivalent work experience  
  • 2+ years’ experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality services (External Candidates)
  • Experience handling customers within service/technical fields within call center environment
  • 1-2 years experience in coaching and mentoring in a fast-paced environment
Management Skills
  • Comfortable communicating with all levels of management, especially during calibration sessions both internally and externally
  • Passion for management review of quality issues to include training, customer service, communication, workflow, reporting, SLAs, coaching, appraisal, etc.
  • Perform quality audits for supported Agents using the client’s QA Framework
  • Ability to facilitate various quality related tasks such as deep dive analysis, trends, root cause analysis, reports and the like which would provide insights and recommendations on how to further improve the hygiene of the program
  • Effectively facilitate huddles, calibrations and the like
  • Understand and analyze the customer journey, stories, and requirements to clearly communicate learnings in a cross functional environment
Soft skills
  • Able to adapt quickly to changes in workflows
  • Excellent written, verbal and customer service skills
  • Excellent organizational skills and detail-oriented approach to problem solving
  • Demonstrated proficiency in multitasking and prioritization
  • Excellent computer skills
  • Project management experience to include an understanding of business process improvement methods
  • Understanding of departmental policies and procedures
  • Flexible to work rotating shifts in a 24/7 environment
please send resume to neeraj@reqroute.com
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

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