Full Description

Who We Are

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

Overview of Job Responsibilities

The Quality Assurance Specialist is responsible for objectively monitoring, scoring, and coaching agents in compliance of internal and external quality standards and expectations. This position is responsible for accurately recording data, analyzing data, and identifying trends, training gaps, call drivers, and effectively communicating those findings to the appropriate departments.

The Quality Assurance Specialist will build strong partnerships with the Training and Operations teams to create and implement quality initiatives by thinking outside of the box to improve overall quality at an agent and program level. The successful candidate will have a background in Quality Assurance in a contact center environment, previous experience coaching and developing agents, proven ability to prioritize critical needs, possess strong attention to detail, and be results driven.

Essential Responsibilities

Function Specific

Ensure quality deliverables are consistent with expectations set by Quality Manager, QA department expectations, Operations Team expectations, and client contractual requirements.

Ensure assigned programs meet weekly and month ending requirements for scoring recorded, live and side by side telephone interactions.

Enter data in QA database promptly and accurately according to scoring guidelines that are fair and impartial.

Lead quality coaching sessions with agents as requested in partnership with Operations Supervisor Team.

Analyze quality results to identify trends, create, implement, and manage quality improvement projects in partnership with Training and Operations teams.

Develop action plans based on identified areas needed to improve upon, trends identified within a particular LOB, and/or as directed by Quality/Operations Management.

Facilitate/Co-lead internal and external calibration sessions.

Daily report findings with detailed and specific information in regard to QA monitor results.

Maintain close relationship with Account Management, Operations and Training to ensure to ensure effectiveness of overall Quality Assurance Program.

Participate in QA reward and recognition programs to ensure proper reinforcement of all Quality Assurance expectations by the company, the Quality Department and the Client.

Successful performance demonstrated through

Effective reporting and feedback on a daily, weekly, and monthly basis that will make an impact on the overall engagement, synergy, effectiveness of quality initiatives and bottom-line results in overall quality performance

Achievement of expected program level Quality results and measurements as defined by client programs and/or contracts

Delivery of up-to-date, relevant Quality feedback, coaching, and data defining the achievement of expected Quality Assurance objectives and goals

Critical Working Relationships

Quality Assurance Manager to align with Quality Department initiatives, expectations of the program, and standards of expected performance and ensure trust, 360 feedback, synergy and effectiveness of the department

Operations Supervisors to support Operational level quality assurance objectives, initiatives, and expectations

Supporting Departments (Recruiting, HR, Operations, Training, BI, Technology, WFM) to partner on achieving internal and client goals

Client Services team to develop and maintain effective relationships and partnership with the client

Quality Department partners to maintain program level accuracy, effectiveness and efficiency

Qualifications, Knowledge, and Skills

Education

High school diploma.

Must be able to read and write English

Experience/Knowledge/Skills

At least have six (6) months contact/call center experience

Preferred strong background or previous experience in Quality Assurance programs

Demonstrated ability to interact with peers, senior management, and other departments in a professional manner in effort to reach corporate goals

Has a proven track record in Quality Coaching and would be able to do coaching to CSR/TSR to meet goals

Strong organizational, leadership, and interpersonal management skills

Demonstrated communication skills, both written and verbal

Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate agents during the training period

Ability to work in a dynamic fast paced atmosphere

Ability to coordinate activities or tasks of people and groups

Ability to maintain confidentiality

Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions

Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally

Ability to take instructions from management and ensure follow up and follow through

Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook)

Previous quality monitoring experience preferred.

Strong communication skills (written & verbal).

Listening and Comprehension skills.

Confidence and knowledge of computers, software applications, technology industry.

Typing 30 wpm minimum.

Personal Attributes

Able to manage time effectively and efficiently

Capable of precise communication, even under strict time constraints

Tendency to be outgoing, people-oriented, and participate with others

Moves quickly when making decisions

Self-motivated and directed, with keen attention to detail

Strong sense of personal pride in performance with an acute ability to motivate and engage others

What We Offer

Group Health and Wellness (Medical, Dental, and Vision)

Health Savings Account (HSA)

Educational Assistance

Voluntary plans, including critical illness, accident, and hospitalization

401k plan with Company Match and Roth contributions with immediate vesting

Pet Insurance discounted legal services, employee discount programs, and more….

In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.