Quality Assurance Specialist

ing and Help Desk teams as well as reporting out to the business regarding updates and findings.

Where you'll work

This position is onsite in our Irving, Texas location- Tues, Wed, and Thurs.

What you'll be doing

• Monitor and evaluate the inbound phone and chat transactions with ShiftKey's customer base using a set list of scoring criteria.

• Monitor and evaluate ShiftKey's independent professional credentialing process.

• Assist managers, supervisors, and team leads in understanding their team's performance and help guide coaching conversations to improve the quality of support provided.

• Assist Credentialing Leads in understanding unique insights for their respective regions and provide recommendations for operational improvement.

• Participate in calibration meetings with ShiftKey leadership and third-party vendors.

• Coordinate and communicate Quality insights and issues with third-party support vendors.

• Participate in the training and development of new hires.

• Collect and analyze Voice of the Customer (VOC) data and provide recommendations for process changes or training.

• Partner with managers to identify gaps in the process and develop remediation plans when applicable.

• Perform other duties as assigned, including but not limited to acting as a backup for other employees and participating in special projects.

What you'll need

• A Bachelor's degree in a related field or equivalent experience

• 2+ years of quality assurance experience in a call center environment.

• 2+ years of experience in healthcare or technology preferred.

• Salesforce experience preferred

• Experience coaching and/or training frontline staff

• Advanced skills in Google Workspace, with an emphasis on Google Sheets

• Experience with Quality Monitoring (QM) software such as Tethr is a plus.

• Excellent time management skills

• High attention to detail

• An analytical approach to problem-solving

Perks of working for Shiftkey

• Inclusive and collaborative work environment

• Comprehensive health, vision, and dental coverage

• Benefits effective as of first day

• Progressive PTO & Company-paid holidays with a broad selection of floating holidays to honor employees' diverse needs

• 100% 401(k) employer match up to 6%

• Paid parental leave

• Investment in your wellness: access to mental health support

#LI-Onsite #LI-JM1

Our Commitment to Diversity

ShiftKey is an equal opportunity employer and is committed to embracing diverse and individual perspectives shaping our culture and contributing to the solutions that transform the world. We actively work to create an inclusive environment for employees to thrive.

EEO Statement

ShiftKey does not discriminate based on race, religion, color, sex, gender, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, merit, and business needs. ShiftKey is committed to providing reasonable accommodation to applicants with a mental or physical disability, please contact: [email protected]