Quality Assurance Specialist

What's the Short Version?

The Quality Assurance Specialist evaluates the quality of inbound and outbound phone calls of the Credit Team, monitors desktop activity and completes aging reviews for Accounts Receivable team members.

What Will You Be Doing?

• Listen to internal and external calls of the Credit department staff, evaluating customer service, productivity, and job performance.
• Conduct desktop monitoring to evaluate team members' job performance, productivity, and customer service, ensuring it is consistent with SanMar's expectations.
• Prepare phone call evaluations of department staff in a timely and efficient manner.
• Complete Aging Reviews for Accounts Receivable Representatives as scheduled by the department Supervisors.
• Prepare written summaries for supervisors assessing how our representatives are doing in various areas of their jobs.
• Share call evaluations with department supervisors and representatives.
• Report any non-compliance or unusual issues to appropriate supervisor.
• Identify any potential training and coaching opportunities and send to appropriate supervisor.
• Maintain various reporting spreadsheets timely and accurately.
• Work closely with supervisors and team members to best support the goals of our customers and SanMar.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For?

• High School Diploma or GED.
• 4-6 years of credit or Accounts Receivable experience or equivalent education.
• Previous customer service experience.
• Self-directed; able to work independently and confidently.
• Organized; maintain accurate records and stay on schedule while performing multiple tasks with good attention to detail.
• Demonstrates excellent written and verbal communication skills, with the ability to recognize quality of the