Kforce has a client that is seeking a Junior Quality Assurance in Juno Beach, FL. Quality Assurance Specialist Responsibilities: * Perform routine audits of customer support interactions to ensure adherence to quality assurance policies and procedures * Documenting quality assurance activities and creating audit reports * Communicate quality assurance policies and procedures to support associates * Communicate support associate performance to the quality team and make recommendations for improvement * Investigate deviations from standards Job Duties & Responsibilities: * Executes call quality evaluations monthly for Company and third-party vendors * Creates and maintains quality questionnaires for call observation forms * Plans and hosts quality calibration session with Call Center Supervisory team and third-party vendor representatives to ensure consistency * Develops and maintains QA reporting for distribution to staff and department management team * Ensures agent reports are accurate to support agent performance and department goals * Provides agent coaching that support all customer growth initiatives * Meets with agents individually and in small groups to train and clarify process questions * Identifies prevalent trends, presents supporting information with analysis, and recommends process improvements to training and management teams * Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk * Performs other job-related duties as assigned