Quality Assurance Specialist

***Quality Assurance Specialist \- Remote*** **What do we do?** ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non\-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high\-level, full\-scale donor support resources and products. Our proprietary scripting engine, web forms and custom\-built reporting enable clients to successfully conduct large\-scale fundraising campaigns with accuracy and creativity. **Summary:** The QA Specialist II is responsible for assisting the Contact Center QA Manager in ensuring that the Contact Center’s Quality Assurance is being performed per company guidelines and client expectations. **What will you do?** * Conduct client calibration calls. * Monitor and audit agent calls to provide trends and lessons learned to both agents and operations * They provide the QA Supervisor with data on the status of the operation’s quality assurance. * Serve as a Subject Matter Expert (SME) for contact center standard operating policies and * Act as a point of contact for the support staff to assist with questions with workflows and projects, and handle escalated customer/member calls from support staff (escalated Supervisor calls) for * Responsible for updating client logs and coordinating training for Quality Assurance team and ensuring compliance for weekly QA feedbacks. * Respond to QA issues via ticket and/or emails with urgency and immediacy. * Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume times or as needed by CRMs and CC Management. * Support the various ticket teams and staff team as needed, and act as a backup when members of the team are absent. * Cross\-train in the day\-to\-day call center skills, tasks, and projects. * Perform any additional duties assigned to them. **What does it take?** * Must be able to work evening and weekends (Friday, Saturday and Sunday) No exceptions. * 1\+ year experience working in a virtual contact center environment. * Knowledgeable in Microsoft Office products (Excel, Word, Outlook). * Time management and customer service skills **How we will support you?** * Remote Work – No commute time to the office * Equipment Provided: * Laptop * Headset * Monthly Internet Stipend * Benefits: * Medical/Vision and Dental Insurance * Flexible Spending Account / Health Savings Account * Personal Accident Insurance * 401(k)/Roth with matching * Tiered PTO based upon length of employment * Discounts \& Life Services offered through Optum EAP * Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!) *\*\*ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the d