211 San Diego
  • 17-Jul-2018 to 15-Sep-2018 (PST)
  • Quality Assurance
  • San Diego, CA, USA
  • Hourly
  • Full Time

Real People.  Real connections.  Real help. 

2-1-1 San Diego's mission is to help people by connecting them efficiently to the service delivery system, and by providing vital trend information for community planning. To meet this mission, we seek talented team members who exhibit the values that we hold dear and who complement our company culture.

 

What is a Quality Assurance (QA) Specialist?

The Quality Assurance Specialist is an employee-focused position responsible for ensuring that all 2-1-1 staff are providing a WOW customer experience to 2-1-1 clients. The QA Specialist will be responsible for quality assurance monitoring, call scoring, and individual and group coaching in an effort to ensure that 2-1-1 contact center staff have the tools and information they need to deliver exceptional service to all 2-1-1 clients. The QA Specialist will meet regularly with 2-1-1 employees and communicate regularly with the QA & Training Team, Workforce Management team and Supervisory team to ensure a constant feedback loop on agent performance and needs.

What You Bring:

Qualifications:

  • Associate's Degree in Teaching, Training, Psychology or related field, or a combination of directly related college course work and experience.
  • Training Certification through the ATD, such as CPLP or other related certifications, highly preferred.
  • Excellent written and verbal communications skills.
  • Ability to build and maintain positive and supportive relationships, working collaboratively in team environment or independently, exercising independent discretion and decision-making.
  • Experience developing e-learnings preferred.
  • Strong computer skills: MS PowerPoint, Excel, Word, and Outlook.
  • Ability to multi-task in fast-paced environment with competing deadlines.
  • Bilingual English/Spanish desirable.
  • Ability to travel within state of California.

 

The Values We Live By

  1. Deliver WOW Through Service
  2. Embrace and Drive Change - Evolve
  3. Create Fun and A Little Weirdness
  4. Be Adventurous, Creative, and Open-Minded
  5. Pursue Growth and Learning
  6. Build Open and Honest Relationships With Communication
  7. Do More With Less
  8. Build a Positive Team and Family Spirit
  9. Be Passionate and Determined
  10. Be Humble
Full Job Description
211 San Diego
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