Quality Assurance Specialist

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Please upload either a word or PDF version of your cover letter for this position.
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Such as letters of recommendation, work examples, etc.

Please answer the following questions to help us better evaluate your application.

  1. Please list your work experience for the past five years beginning with your most recent job held. If you were self-employed, give firm name. Attach additional sheets if necessary.

In exchange for the consideration of my job application by AMGL Account Outsourcing Group Jamaica Limited trading as Real Time Resolutions. (hereinafter called “the Company”), I agree that:
Neither the acceptance of this application nor the subsequent entry into any type of employment relationship, either in the position applied for or any other position, and regardless of the contents of employee handbooks, personnel manuals, benefit plans, policy statements, and the like as they may exist from time to time, or other Company practices, shall serve to create an actual or implied contract of employment, or to confer any right to remain an employee of AMGL Account Outsourcing Group Jamaica Limited trading as Real Time Resolutions, or otherwise to change in any respect the employment-at-will relationship between it and the undersigned, and that relationship cannot be altered except by a written instrument signed by the President /General Manager of the Company. Both the undersigned and AMGL Account Outsourcing Group Jamaica Limited trading as Real Time Resolutions. may end the employment relationship at any time, without specified notice or reason. If employed, I understand that the Company may unilaterally change or revise their benefits, policies and procedures and such changes may include reduction in benefits.
I authorize investigation of all statements contained in this application. I understand that the misrepresentation or omission of facts called for is cause for dismissal at any time without any previous notice. I hereby give the Company permission to contact schools, previous employers (unless otherwise indicated), references, and others, and hereby release the Company from any liability as a result of such contract.
I also understand that (1a) the Company has a drug and alcohol policy that provides for pre employment testing as well as testing after employment; (1b) the Company has a polygraph testing policy that provides for pre employment testing as well as testing after employment (2) consent to and compliance with these policies are a condition of my employment; and (3) continued employment is based on the successful passing of testing under such policy.

I further understand that my employment with the Company shall be probationary for a period of ninety (90) days, and further that at any time during the probationary period or thereafter, my employment relation with the Company is terminable at will for any reason by either party.

You must agree to the disclosure statement provided in order for us to accept your application.

You will receive confirmation after we have received your application.

Quality Assurance Specialist Job Duties:

  • Determines call quality standards by studying inbound and outbound calls and customer service presentations.
  • Verifies legal obligations by measuring skills in use of scripts, negotiation skills, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Provides feedback to agents by monitoring calls; monitoring feedback for external client. Evaluates agent approaches by rating effectiveness of collection service representatives; providing quality ratings; identifying training needs.
  • Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
  • Multitasks in many different systems and programs in order to evaluate call recordings and check system of record notations.
  • Contributes to team effort by accomplishing related results as needed.
  • Any other duties assigned.

Requirements:

·         Must be 18 years of age

·         Minimum of 3 CXC subjects including English Language

·         Minimum 6 months experience

·         Experience working in a high paced call center environment would be an asset

·         Must be target oriented, detailed and possess excellent communication and negotiation skills

·         Critical thinker with the ability to solve complex problems; able to apply quality improvement                   techniques. 

·         Basic understanding of Microsoft Excel with a strong command of English language

·         Must possess a valid Jamaican ID (passport, National ID, Drivers License)

Benefits of working with our team:

·         New salary

·         Lunch money

·         Paid Training

·         Company paid Life and Health Insurance

·         Organic growth potential for career advancement

·         Fun work environment

Location: Montego Bay,
Apply for this Position
Apply at: https://rtramgl.prismhr-hire.com/job/43342/quality-assurance-specialist