Quality Assurance Specialist
Core Responsibilities of a Quality Assurance Specialist
As a 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 a 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 a 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 a 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 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 Quality Assurance Specialists have empathy for our clients and a strong passion for service – we are looking for the same qualities in our next Quality Assurance Specialist.
Key Competencies of a 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
Education & Experience of a Quality Assurance Specialist
- Experience in a trade is a plus
- Previous customer service experience a plus
- Previous experience working in a fast paced environment
- 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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