Quality Assurance Specialist
Role Overview
The Quality Assurance Specialist at SanMar will evaluate the quality of inbound and outbound calls within the Credit Team, conducting desktop monitoring and preparing evaluations to assess job performance. This mid-level role requires strong organizational skills and attention to detail, as the specialist will also identify training opportunities and maintain reporting spreadsheets, directly impacting team performance and customer satisfaction.
Perks & Benefits
Employees can expect a competitive hourly salary based on their location and experience, along with eligibility for an annual discretionary bonus. The position offers weekly accrual of paid time off, including 8 paid holidays and a family day off, fostering a supportive work-life balance. With a focus on professional growth and a collaborative atmosphere, this role presents opportunities for career advancement within a dynamic team.
Full Job Description
At SanMar, the work you do makes a difference.
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 customer service demonstrated in the communication of others. A high degree of professionalism, discretion, integrity, and objectivity while performing your job duties. Must respond well to internal deadline pressures in a fast-paced environment. Excellent PC skills and a high degree of proficiency in Microsoft Office and D365. Be flexible with change; accept change as a positive experience. Communicates and collaborates effectively with all levels of the department.
What's Our Offer? Salary Range: You'll earn between $25.00 - $33.65 (WA, NJ); $23.00 - $30.96 (MN, NV, TX, VA); $21.50 - $28.94 (AZ, ID, FL MT, OH, TN) on an hourly basis, depending on experience. Bonus: You'll be eligible for an annual discretionary bonus up to 5% of base salary. Paid Time Off: You'll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off. Additional Benefits:
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