Quality Workflow Specialist

The Quality & Workflow Optimization Specialist is responsible for ensuring operational excellence by managing workloads, monitoring quality standards, and driving continuous improvement in customer support delivery.

Requirements

• Manage daily and monthly technical support agent’s case queues to maintain even case distribution levels
• Assign and oversee the completion of customer requests, ensuring timely delivery and accuracy
• Track and report daily, monthly, and bi-monthly operational statistics on both customer and associate levels
• Conduct live and recorded audits of support interactions to assess quality, adherence to processes, and customer satisfaction
• Evaluate performance data to identify strengths and areas for improvement; provide timely, constructive feedback and support coaching plans
• Generate and maintain reports on key metrics, including QA scores, CSAT, process compliance, and workload completion

Benefits

• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits