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  • Remote Quality Operations Specialist

    Job Locations 2 weeks ago(10/2/2018 6:07 PM)
    Requisition ID
    2018-21040
    Posted Date
    Content Marketing
    Category
    Remote Canada
  • Overview

    ICUC

    ICUC - The global leader in social media management services. 

     

     

      

     

     

     

     

    Position Title:

    Quality Operations Specialist.

    Department:

    Operations

    Reports to:

    Quality Operations Supervisor

    Location:

    Remote

    Position type:

    Salaried - Full-Time

    Effective date:

    Immediately

     

    Position overview

    As an ICUC Quality Operations Specialist will be responsible for the day to day management of team schedule, project placement, efficiency and quality control.

     

    You must be prepared to work in a fast-paced, self-motivated, entrepreneurial environment; be a team player who is social-savvy; and have the ability to work independently and collectively in an unique virtual environment.

     

    ICUC is the global leader in Social Media solutions for over 15 years. To date, the ICUC family consists of over 600 people, in over 35 countries, covering 50 languages around the clock. In an environment where the only constant is change, we create common ground between brands and audiences across communities and social media. Fueled by an unique culture built in and around meritocracy, we bring the passion, the know-how and the balance necessary to maintain the charted course we set for ourselves: to be the best, we employ the best. Are you ready to be part of the ICUC family?

     

     

    Responsibilities

    • Planning, coordinating, and directing quality assurance programs designed to ensure service output exceeds established standards.
    • Develop and analyze statistical data to provide recommendations and action items to apply to organization efficiency and retention.
    • Supporting training activities related to quality assurance outcomes and business practices.
    • Developing evaluation and reporting procedures.
    • Investigating and adjusting Client Services complaints regarding quality of accounts.
    • Coordinating ongoing account training and performance development for staff.
    • Collaborate with other Departments within the organization. (i.e. Resources, Client Services, Tech, etc.)
    • Recurring QA procedures for new hires, new projects, team transfers, labor reports, and ad-hoc rapid intervention request.
    • Pro-actively escalating issues, observations, opportunities, & insights through the relevant channels via the QA reporting procedure.
    • Attend project training sessions.
    • Understanding of the ICUC business goals and objectives.
    • Conducting regular assessments of training & support needs.
    • Day-to-day management of the scheduling system, while adhering to labour policy, including; sick days, leaves of absence, emergency, vacation, etc.
    • Be available for on-call duties on a regular basis.
    • And other tasks that will come up on a young, fun, entrepreneurial company.

    Qualifications

     

    • A minimum of 1-year experience in a similar position
    • Excellent communication skills both written and verbal
    • Strong analytical experience with the ability to work with large amounts of data
    • Strong time management skills with the ability to plan, prioritize, monitor, & respond to changing priorities.
    • Previous experience using social media platforms; Twitter, Facebook, Instagram, Pinterest
    • Proficiency in MS Office Suite, Google Docs or similar, with advanced level skills in spreadsheets
    • Ability to manage tight timelines, both independently and within a team, collaborate with other departments virtually, with the ability to take the lead and mentor/coach other employees when necessary.
    • Strong decision-making skills coupled with good judgment.
    • Ability to multitask in a fast paced, entrepreneurial environment.

     

    Success Measurement

    Targets will include:

    • All schedules are completed and filled in a timely manner
    • Keep overtime costs below $500/month and keep CS's within hourly caps
    • No-show shifts are filled within 20 minutes after notification

     

    Technical

    • Must utilize a desktop computer or laptop meeting the minimum system requirements:
    • Running the latest version and update of the Operating System.
    • 4GB of RAM or more.
    • Must have an active and updated version of an anti-virus software and ad-blocker.
    • Subscribe to high speed internet - minimum 30 mbps, or higher.
    • Must have adequate headset/mic. Webcams not required but encouraged.
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