Quality Assurance Specialist

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Quality Assurance Specialist supports customer service quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Designs training programs or process enhancements that correct quality issues.

Core Job Duties

• Support a best practices quality function leading adoption of new quality assurance technology and techniques.
• Support and advocates for positive, customer centric team culture delivering highest level of customer experience.
• Acts as a subject matter expert both internally and with key stakeholders.
• Monitor, coach and develop customer service representatives.
• Provides continual evaluation and improvement of quality processes and procedures.
• Partners with training and operations resources to ensure alignment.

Minimum Qualifications

• Excellent presentation and communication skills, including technical writing, research and critical thinking skills.
• Ability to effectively give critical feedback and coach employee performance.
• Thorough knowledge of functional area and department processes
• Strong process improvement, project management and analytical skills.
• Bachelors degree preferred
• Knowledge of/or ability to quickly learn service products, polices, procedures, regulatory guidelines.
• Minimum 1 years experience in related area
• Proficient in Word, Excel and PowerPoint

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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