Quality Assurance Specialist

As a Quality Assurance Specialist at ShiftKey, your main responsibilities will include evaluating customer interactions, monitoring the credentialing process, and offering insights to improve team performance. You'll also participate in training, analyze customer feedback, and collaborate on operational improvements.

To qualify for the Quality Assurance Specialist role at ShiftKey, you should have a Bachelor's degree or equivalent experience along with at least 2 years of quality assurance experience in a call center environment. Experience in healthcare or technology, Salesforce knowledge, and strong skills in Google Workspace are also preferred.

While not mandatory, having previous experience in healthcare is preferred for the Quality Assurance Specialist role at ShiftKey. This background can help you better understand the challenges and needs of our clients and the importance of quality in every interaction.

At ShiftKey, you'll find an inclusive and collaborative work environment where teamwork is valued. We prioritize a culture that embraces diverse perspectives and focuses on continuous improvement, making it a great place for you to thrive as a Quality Assurance Specialist.

ShiftKey provides a comprehensive benefits package for Quality Assurance Specialists, including health, vision, and dental coverage starting from day one, generous PTO policies, a 401(k) match program, and the opportunity for personal and professional growth in an inclusive setting.

ShiftKey focuses on quality customer service through roles like the Quality Assurance Specialist. By monitoring customer interactions, gathering feedback, and providing actionable insights to team leads, we continually enhance the quality of support provided to our healthcare professionals.

An ideal candidate for the Quality Assurance Specialist position at ShiftKey should possess strong analytical skills, excellent attention to detail, and a collaborative spirit. Experience in coaching and training, along with advanced skills in Google Workspace, will also set you apart.

When answering this question, highlight specific experiences you've had in monitoring and evaluating calls, the tools you've used, and outcomes from your evaluations. Be ready to discuss how your contributions led to tangible improvements in customer service.

Discuss your training methodology, emphasizing clear communication, hands-on coaching, and the importance of metrics. Illustrate with an example of how your training sessions improved team performance.

Detail your process for collecting and analyzing Voice of the Customer (VOC) data, including the tools you use. Talk about how you translate that data into actionable recommendations for process improvements.

Explain your use of structured scoring criteria for evaluating interactions. Describe how you ensure all team members understand these criteria to maintain a consistent standard across evaluations.

Communication is critical for effective quality assurance. Share your approach to providing constructive feedback and how you facilitate open dialogues with team leads and managers to enhance service quality.

Select a specific instance where you identified a quality issue, the steps you took to analyze it, and how you implemented a solution that led to measurable improvements. Use metrics to demonstrate your impact.

Discuss your experience with Quality Monitoring (QM) software like Tethr or other relevant tools. Highlight how these tools integrate into your quality assurance processes and improve overall efficiency.

Talk about the importance of follow-up evaluations, ongoing training, and monitoring key performance indicators (KPIs) to ensure that improvements last. Discuss how you involve the team in accountability and goal-setting.

Emphasize the importance of the customer experience and how quality assurance plays a role in enhancing that. Discuss your commitment to continuous improvement and aligning quality standards with customer expectations.

Describe your approach to implementing change, which should include open communication, involving team members in the process, and demonstrating the benefits of changes. Share a success story where you overcame resistance and achieved buy-in.