Employment Job Title: Quality Assurance Representative Report to: Quality Assurance Manager Direct Reports: None Location: Corporate Office, Oakdale, MN Job Summary: The Quality Assurance Representative is responsible for supporting QA initiatives aimed at ensuring the integrity and quality of all outbound calls executed on the Company’s behalf. The successful candidate will ensure compliance with established internal Company policies and procedures. The position requires an individual with strong communication skills, a high level of attention to detail, and excellent communication skills. The candidate must also be able to manage multiple projects, demonstrate a high level of motivation, and be creative in his/her approach to problem solving. Job Functions: Monitor and report on live and recorded outbound telesales calls from multiple call centers. Monitor, review, and validate third party verifications. Verify script adherence requirements as directed by Account Executives. Manage and report on quality assurance metrics, including identifying and evaluating trends; coordinating and escalating issues to the appropriate functional groups; providing constructive feedback; and implementing process improvements. Skills and Experience Requirements: Associate’s degree or comparable work experience. Strong communication skills, both written and oral. Effective organizational and time management skills. Ability to work independently and as part of the team. Analytical abilities with a high attention to detail. Proficiency in Microsoft Office applications, including Word, Excel, and Outlook. 1-2 years experience in a call center or QA department highly desired. Senior customer service experience is preferred.

651-999-0249 / 1-866-FLS-2008	copyright © 2008 FLS Connect