SMS Assist is looking for an Overnight Quality Assurance Specialist to join our Operations team!

Core Responsibilities of an Overnight Quality Assurance Specialist

As an Overnight Quality Assurance Specialist at SMS Assist your number one job is client satisfaction. Once we have completed a service for our client (fixing windows, cleaning floors, etc.) you, as an Overnight Quality Assurance Specialist, will follow-up with the client to ensure the service provided exceeded their expectations. In the case that a client is unhappy, you have the knowledge and charisma to remedy the situation. As an Overnight Quality Assurance Specialist, you will ensure that our system is current with the client’s status as well as any notes from your conversation(s) with the client. Additionally, you are a multi-tasker and can tackle projects while still hitting quality assurance call quotas. Projects for an Overnight Quality Assurance Specialist might include writing processes and procedures, collaborating with other team members on communications, and putting together plans for improving client satisfaction.

To be a fit for the Overnight Quality Assurance Specialist role you should have exceptional people skills. You should be well spoken and well written with a knack for negotiation. At SMS Assist, our Overnight Quality Assurance Specialists have empathy for our clients and a strong passion for service – we are looking for the same qualities in our next Overnight Quality Assurance Specialist.

 Key Competencies of an Overnight Quality Assurance Specialist

• Ability to multi-task (Write and Produce Departmental Policy and Procedures)
• Ability to negotiate (troubleshoot, and resolve all potential Internal Departmental Issues)
• Acknowledge and Display Company Core Values (Entrepreneurial Spirit, One Team Spirit, Our Service Is Our Product, and Integrity)
• Critical thinking skills (Analytical ability when managing the day to day movement, of All Services)
• Flexible and adaptable (ability to take different directions, when warranted based on Internal needs)
• High integrity (Displaying the highest regard, as it relates to all Internal/External Interactions)
• Managerial/Supervisory Skills (Managing Internal Teams Members)
• Proficient in Microsoft products (especially Microsoft Excel) and databases
• Self-starter  (openness when partnering with other, Internal Departments and working independently)
• Strong organizational and planning skills
• Strong written and verbal communication skills through telephone and email with customers/affiliates
• Must be able to work Thursday, Friday, and Saturday 7pm-7am

 Education & Experience of an Overnight Quality Assurance Specialist

• Experience in a trade is a plus
• Previous customer service experience a plus
• Previous experience working in a fast paced environment
• Previous Managerial and or Supervisory Skills
• Professional, relevant examples of solving tough customer issues
• Undergraduate degree (or equivalent experience)

SMS Assist is an Equal Opportunity Employer (EOE)

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