"Alerted.org

We are seeking a detail-oriented and proactive Quality Assurance (QA) Representative to join our team. This role plays a vital part in ensuring exceptional customer experiences by evaluating call quality, monitoring workflow accuracy, and supporting training initiatives. The ideal candidate will be passionate about process improvement, employee development, and maintaining service excellence. ESSENTIAL FUNCTIONS & RESPONSIBILITIES: · Monitor, evaluate, and score inbound and outbound customer calls. · Identify trends in service gaps and communicate findings to leadership. · Ensure adherence to company scripts, compliance standards, and performance metrics. · Facilitate new hire onboarding and ongoing training sessions. · Maintain up-to-date training materials, guides, and documentation. · Support individual coaching and group refresher training as needed. · Track training progress and assess employee readiness. · Audit work processes to ensure tasks are completed accurately and in line with company procedures. · Review case handling, data entry, and ticket resolution for quality and consistency. · Provide feedback and suggest process improvements where needed. · Collaborate with supervisors and team leads to address performance or workflow issues. · Other duties as assigned REQUIREMENTS: · 2+ years of experience in quality assurance or training roles. · 2+ years of experience in a customer service or call center environment. · Communication Skills Strong communication, coaching, and interpersonal skills. · High attention to detail and organizational skills. · Proficient in Microsoft Office Suite and call center software. · Ability to handle confidential information with professionalism and discretion. · Attention to Detail - High level of accuracy and attention to detail in managing orders, accounts, and customer interactions. · Time Management - Effective managing time and prioritizing tasks to meet deadlines.