Quality Assurance Specialist
Nyman Turkish PC
On-site
Southfield, Michigan, United States
$25 - $28 USD yearly
Job Description: Quality Assurance Specialist
Nyman Turkish, a renowned law firm specializing in Social Security Disability and Workers' Compensation, is in search of an exceptional “Quality Assurance Specialist” to join our dynamic team. This role is pivotal in ensuring the accuracy and efficiency of our case management processes while fostering effective communication and coordination among team members and leadership. The ideal candidate should possess excellent communication skills, have experience working in a fast-paced call center environment, and have a background in managing quality assurance measures for team members.
Responsibilities include but are not limited to:
Call Grading:
- Grade incoming and outgoing client calls based on established quality criteria.
- Provide constructive feedback to team members to enhance their communication skills and client interactions.
Client Contact and Dispute Resolution:
- Conduct daily calls with clients to assist in the dispute resolution process, ensuring their concerns are addressed promptly and satisfactorily.
- Handle both incoming and outgoing calls to maintain regular client contact and support. Approximately one-fourth to one-half of the workday could involve being on the phone or following up on past requests.
Case Auditing:
- Conduct thorough audits of case files to ensure accuracy, completeness, and compliance with firm and regulatory standards.
- Identify discrepancies and areas for improvement, providing detailed reports to the relevant team members.
Coordination with Team Members and Leadership:
- Collaborate with team members and leadership to discuss case statuses and share audit findings.
- Facilitate communication between team members and leadership to ensure seamless case handling and resolution.
Team Performance Coordination:
- Coordinate with leadership to monitor and evaluate team performance metrics.
- Provide feedback and support to team members to help improve overall team efficiency and effectiveness.
Trend Identification and Training Recommendation:
- Analyze call trends to identify common issues and areas for improvement.
- Recommend training programs to address identified trends and enhance team performance.
Training Material Assistance:
- Assist in the development and updating of training materials to ensure they are current, comprehensive, and effective.
- Participate in training sessions to support new and existing team members in their professional development.
Requirements:
- Bachelor’s degree preferred.
- Minimum of 3 years of QA experience including call auditing and resolving customer concerns required.
- Strong organizational and project management skills, with the ability to multitask and prioritize effectively.
- Excellent written and verbal communication skills, with an eye for detail and grammar.
- Highly motivated, proactive, and a strong team player.
- Required: Call center environment experience.
- Experience handling escalated calls.
- Salesforce experience – not required but nice to have.
Compensation:
- Pay: $25 - $28
- Nyman Turkish PC offers a competitive salary, an exceptional work environment, and a range of outstanding benefits, including medical, dental, life insurance, disability, 401K, paid holidays, paid sick time, and paid time off.
Job Type:
Full-time, in-office position
Equal Opportunity Employment:
Nyman Turkish PC ensures equal opportunities for all applicants and employees, regardless of race, religion, color, national origin, sex, age, disability, or any other protected characteristic, in both employment and contracting activities.