Job Details

Compensation: $21/hr

Availability: Starting ASAP. This position is an open-ended contract through CampusPoint with an indefinite duration. While there's potential for conversion to permanent employee based on business requirements and performance, there are no guarantees.

Join an innovative and pioneering technology company that is dedicated to revolutionizing the lives of seniors and their families through its cutting-edge online platform. They are actively seeking meticulous and dependable individuals to join their dynamic team as a Quality Assurance Specialist. Comprehensive training is provided, and this fully remote position comes with all the necessary computer equipment the employer supplies. Don't miss out on this incredible opportunity to work from home with a great team!

Reporting to the Manager of Quality Analytics, the job's primary function is to audit, score, and provide coaching feedback on interactions between our Senior Living Advisors and their primary customers, families, and partnered communities. The interactions are scored against outlined policy guidelines, summarized through written feedback, and provided to field personnel for review.

RESPONSIBILITIES

• Regularly achieve daily, monthly, and quarterly graded call metrics based upon business needs and goals.
• Provide accurate and efficient coaching and feedback to Advisors, their Regional Managers and other personnel, according to quality standards and within set deadlines.
• Use audio snipping software and company CRM to collect, store, snip, and deliver audio snippets to community customers to remain in legal compliance.
• Conduct deep-dive analyses of Senior Living Advisor calls, per the Regional Manager's request, using provided reporting materials.
• Perform live shadow sessions with new hire Senior Living Advisors and provide them with real-time mentoring feedback.
• Collect scoring data on audited calls and provide data to the appropriate departments for analysis.
• Attend regularly scheduled Calibration Meetings and Weekly Rap Sessions to ensure that grading policies and procedures are up to date and accurately implemented.
• Handle intermittent projects and mentoring opportunities.
• Respond to requests from the Quality Team Supervisor, Manager, Quality Analytics, Director of Efficiency and Improvement, and other departments within the company in a timely and efficient manner.
• Perform other duties as assigned by the Quality Team Supervisor, Manager, Quality Analytics, or Director of Efficiency and Improvement.

REQUIRED SKILLS AND COMPETENCIES

• Minimum one year of quality analytic or quality assurance experience, preferably in a service/consulting industry. Relevant and transferable experience is also considered.
• Experience in the senior living industry preferred.
• Proficiency with the MS Office product suite – primarily Word, Excel, and PowerPoint.
• Communicate effectively – deliver clear, concise, and compelling messages, including strong writing, proofreading, and presentation skills.
• Ability to multi-task and adapt to changing priorities to meet internal client demands.
• Ability to work exceptionally well within a team environment, yet able to self-motivate when working remotely.
• Must have quiet home workspace and reliable strong/fast internet connection, as this position requires working remotely from home

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CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you need assistance or an accommodation due to a disability, you may contact us at ...@campuspoint.com or 1+206-###-#### (ask to speak with an HR representative). The process is outlined in CampusPoint's ADA Policy.