Quality Assurance Administrator

• Monitor and evaluate the quality of inbound or outbound customer calls
• Document quality issues and performance measures for management review
• Oversee a group of service monitors
• Provide information and assists in the feedback and formal education process of other staff
• Work closely with both internal and external customers to meet their service needs
• Act as a subject matter expertise
• Provide information and assist in the feedback and education to staff

• 2+ years of Quality Assurance experience or equivalent demonstrated through work experience, training, military experience, or education
• Strong analytical and problem-solving skills
• Ability to identify trends and patterns in call data and documentation
• Ability to make recommendations for process improvements based on data analysis
• Exceptional attention to detail and accuracy
• Commitment to maintaining high standards of quality

Bachelor's degree (Non-Technical) in a related field (e.g., Business Administration, Quality Management, Communications)