Position Title                                                   Quality Assurance Specialist

Team                                                                  Technical Support

Reporting Relationship                             Technical Support Training and Quality Assurance Team Lead

Job Description:

The Quality Assurance Specialist will be responsible for the monitoring, assessment and reporting of Technical Support Tier 1 Representatives performance for Phone, Email, and Live Help customer contact methods.

Job Responsibilities:

In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools

Ability to route or answer all incoming communication (email, phone, or other) from customers and clients while demonstrating world-class customer service.

Keeps up-to-date on all aspects of SkillSoft products and service offerings

Attentive to all stated individual and departmental goals and can communicate it to others.

Maintain a minimum of 5 hours per month in the Technical Support Tier 1 queue. 

Perform both remote and side-by-side assessments and provide constructive feedback for each Technical Support Tier 1 team member.

Investigate and analyze cases within Salesforce and actionable data for each Technical Support Tier 1 team member.

Prepares and analyzes internal and external quality reports for management staff review.

Participates in design of call monitoring formats and quality standards.

Foster timely, open, honest and direct communication with Technical Support Tier 1 team members on matters of customer handling.

Participate in and potentially facilitate calibration sessions with Technical Support Tier 1 Supervisors.

Must be flexible to work days/evenings/weekends in order to conduct side-by-side sessions with all Technical Support Tier 1 representatives.

Job Requirements:

Post-secondary education in a related field or an equivalent combination of training and experience.

Experience providing service to both consumers and corporate customers.

Experience working in a Skillsoft Technical Support Tier 1 position would be an asset.

Completion of Skillsoft Course “Using Feedback to Improve Team Performance” is considered an asset

Demonstrated competencies in the area of quality assurance

Familiar with Microsoft Office, especially Excel

Java, HTML, firewalls, and proxy servers

Must be flexible to work days/evenings/weekends in order to conduct side-by-side sessions with all Technical Support Tier 1 representatives.

Skills Required:

Excellent verbal and written communication skills with a sharp eye for detail.

Strong interpersonal skills with the ability to provide effective and constructive feedback.

Excellent time management and organizational skills; you must be results and deadline oriented.

The ability to function in a team-oriented environment.

Strong analytical and troubleshooting skills; proactive in short and long-term problem solving.

Ability and willingness to learn and participate in ongoing education.

The ability to capture and manage client requirements and expectations.

Good knowledge of Windows, eCommerce and Web/Internet platforms.  

Experience working with Microsoft Office. (Microsoft Word, Excel, Power Point, Access and Outlook)

Understand and utilize new technologies / systems.

Typing speed of at least 40 wpm.

Travel                                       Limited International

Working Hours                         40 hours per week

Usually Monday – Friday with the flexibility to work evenings and weekends when required