Job Description

Job Description

Job Description

***Please apply on our website at SecuredAssist.com/Careers***

Quality Assurance Supervisor

Job Summary

• Ensures effective day-to-day supervision and leadership of CSRs consistently to deliver a positive borrower experience, accurately resolve borrower inquiries and achieve high quality assurance metrics.

• Provides a positive work environment by the reinformcement of the values, mission and vision of the organization and foster engaged, empowered employees with a sense of job performance, ownership and accountability.

• Monitors and maintains individual CSR and team KPI and productivity standards.

• Delivery of daily and weekly coaching, develoment and feedback to CSRs regarding overall work performance.

• Uses sound judgement for appropriate resolution or escalation

• Following all guidelines, rules, and policies for both our agency and our clients- also ensure that all assigned employees are doing the same.

• Responsible for reviewing and approving team's time recording to ensure accuracy 

Qualifications

• Call center and supervisor work experience preferred, but not required.

• Strong interpersonal and communication skills.

• High integrity & professionalism with the ability in all situations to maintain a customer service demeanor.

• Self managed and focused to maintain high levels of productivity in a work from home environment.

• Ability to follow all rules, guidelines, policies and procedures in all situations.

• Ability to read, write, and speak English fluently.

Working from Home Requirements:

Home Office:

• Personal Mobile Device

• High speed internet connection with the ability to connect to your Secured Assist assigned system utilizing a connection/ethernet cable:

• The Federal Communications Commission (FCC) set the standard for broadband internet at 25 Mbps for download speeds, and 3 Mbps for upload. To be considered ?high speed? your download speed should be higher than the 25 Mbps standard, ranging anywhere from 100 to 1,000 Mbps.

Salary/Benefits

• Competitive Hourly pay and additional $4.93/Hr Health and Welfare Benefit

• Medical, Dental, Vision Plans available

• 11 Paid Federal Holidays

• Paid sick time and Paid vacation time

Secured Assist, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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