We have an immediate opening in our Valencia, CA corporate office for a Quality Assurance Specialist.  The primary function of this position is to meet customers’ needs and drive high levels of customer satisfaction.  The successful candidate will have the responsibility of working with internal and external stakeholders to develop a consistent quality vision and standards.  The QA Specialist is responsible for designing and managing a contact center quality-monitoring program that increases compliance, efficiency, accuracy and customer satisfaction and reduced rework and repeat calls.
Job Accountabilities

• Champions the quality function and educates contact center staff on relevant quality issues
• Collaboratively develops effective quality monitoring standards and tools, and educates the contact center stakeholders on cross functional issues related to quality
• Ensures consistent understanding and application of quality requirements by providing ongoing coaching, skills training and facilitating education and calibration sessions
• Compiles quality reports and performance trends, analyzes results and works with team members to improve performance and recommends process and program improvements

Qualifications

• 3 or more years experience in a call center environment
• Experience leading the quality function within a contact center with responsibility for all aspects of quality monitoring, including development of quality criteria
• Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles
• Superior interpersonal skills and ability to effectively motivate and inspire front line employees to higher levels of performance

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer.  To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.
At Shield Healthcare, our business is growing because of dynamic management, strong customer focus, key acquisitions, and IT based systems.  In addition to a dynamic environment, we are proud to offer competitive salaries and a comprehensive benefits package.

Please submit your resume with cover letter and salary history to humanresources@shieldhealthcare.com.  You can visit our website for other career opportunities at www.shieldhealthcare.com.