QA Specialist
at PRWT Services

Date Posted: 2/28/2019

Job Description

The Quality Assurance Representative monitors employee performance and provides comprehensive feedback and coaching to all employees in a specified work area. Participates in the development of performance evaluation based on measures identified by management. Performs quality monitoring of processes and staff in accordance with quality assurance and compliance measures. Provides unit supervisors and managers with updates on all issues regarding call center performance and quality. Provides performance feedback/training to all employees. Meet all standards established for this position. Performs other duties assigned by management.

Essential Duties & Responsibilities
• Perform site visits
• Provide performance feedback and on-the-job training to all employees
• Ability to handle multiple tasks in a high-volume, fast-paced environment
• Ability to communicate written results and plans/recommendations
• Compile hourly, daily and weekly statistics/reports on performance standards and production data
• Adhere to company policies and procedures and ensure compliance with contractual standards
• Ensure that all security and safety procedures are adhered to by staff
• Perform duties of telephone or correspondence representative as needed
• Other duties as assigned

• High School diploma or GED
• At least one year in a customer service/call center environment
• Must be able to provide feedback, coaching and counseling
• Must possess excellent time management skills
• Must be self-motivated and enthusiastic about quality
• Must be flexible and can adapt to new policies and procedures in a timely manner
• Excellent written and verbal skills
• Analytical and troubleshooting skills a plus
• Must be able to work individually and in a team environment
• Ability to communicate effectively with management, staff and the Client
• Outstanding attendance and punctuality
• Good problem solving and analytical skills
• Must be professional and courteous to peers, supervisors and managers 

Job Snapshot

About Us

PRWT is a high performance, contract supplier of business process solutions, document processing, and facilities management services. Founded in 1988, we have continually expanded our business process solutions operations as well as added facilities management and maintenance services through our acquisition of US Facilities, Inc. We have built solid relationships with our customers by delivering innovative thinking, cost savings, and world-class services that inspire customer loyalty. The Company, based on values and performance, also has earned a reputation as a value-added and strategic partner that consistently exceeds customer expectations.

Throughout our history, we at PRWT have been committed to finding, nurturing and retaining the very best employees possible. We expect members of our team to operate with a sense of passion and urgency, but always within a context of team work, trust and integrity. We go out of our way to reward members of our team with ample opportunities for additional growth and training. A great measure of this is that most of our senior managers have grown with the company and been promoted from within.

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