Quality Assurance Coordinator

Company Name:
Salary period: Annual
Quality Assurance Coordinator
The Quality Assurance Coordinator will report to the Internal Training team and be responsible for the monitoring and evaluation of Account Manager phone calls. You will follow the defined quality monitoring protocol to meet monthly objectives, to assure the highest level of service is delivered to Paylocity's clients. You will provide feedback to the client support representatives on areas of improvement and to identify areas of success. Must have a complete understanding of Paylocity's service standards, policies and procedures and be willing to respond to telephone inquiries and complaints in a prompt, accurate and courteous manner. The QA Coordinator will be instrumental in developing employees and assisting the internal training department with the new hire training program. Must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive encouragement of a job well done.
Performance Objectives and Responsibilities:
ΓΆΒ ΒΆ Develop and refine Quality Assurance measurements for all roles within the Customer Service Department
ΓΆΒ ΒΆ Identifying areas of improvement and providing effective feedback to the client support representatives will be critical to the improvement of customer satisfaction and to improve the overall training process.
ΓΆΒ ΒΆ Ensure high levels of customer service are met through call monitoring
ΓΆΒ ΒΆ Identify client service representative's skill deficiencies. Monitor and score the inbound calls on a monthly basis and provide feedback
ΓΆΒ ΒΆ Work with Managers and training department in the development and implementation of the new hire peer mentoring program
ΓΆΒ ΒΆ Work in conjunction with the Service Managers and training department to make sure any QA issues are addressed in a timely manner
ΓΆΒ ΒΆ Create an action plan for improvement.
Keyword: "Quality Assurance"Required Experience:
Experience and Education:
ΓΆΒ ΒΆ Bachelors Degree or equivalent experience
ΓΆΒ ΒΆ 4 years of Payroll experience
ΓΆΒ ΒΆ 4 years of Service experience
ΓΆΒ ΒΆ 4 years of experience in a Quality Assurance environment
Knowledge, Skills and Abilities:
ΓΆΒ ΒΆ Strong listening, oral and written communication skills
ΓΆΒ ΒΆ Ability to effectively engage a group of adult learners: developing relevant training activities to reinforce learning.
ΓΆΒ ΒΆ Must be organized and demonstrate strong time management skills to assure staff accountability through routine observation, reporting, coaching, counseling, and through the timely preparation of monitoring appraisals.
ΓΆΒ ΒΆ Takes appropriate action on employee issues related to job performance and professional conduct, with assistance from, and in collaboration with, the customer service managers.
ΓΆΒ ΒΆ Must have strong people skills, to tactfully delivery constructive feedback and to deliver performance improvement suggestions.
ΓΆΒ ΒΆ Ability to organize the resolution of process discrepancies and make recommendations to management regarding consistent issues effecting quality and performance.
ΓΆΒ ΒΆ Ability to coach and train others to deliver a high quality of service to our clients.
ΓΆΒ ΒΆ Strong understanding of Paylocity's policies and procedures.
Physical Requirements
ΓΆΒ ΒΆ Mobility required for sitting, standing and walking.
ΓΆΒ ΒΆ Manual/finger dexterity required in both hands to operate computer keyboard and manipulate small objects.
ΓΆΒ ΒΆ Sensory ability required to see, hear and touch.
ΓΆΒ ΒΆ Mental effort required for reading, writing, visualization, calculation and analysis.
ΓΆΒ ΒΆ Job duties usually performed in an office environment with uniform temperatures and normal air conditions
From: Paylocity

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