Job Description - Quality Assurance Auditor (2501883) Job Number: 2501883 Description: The Quality Assurance Auditor (QAA) is responsible for supporting methods, processes, and procedures for the Quality Assurance Auditing Team. This position will maintain and improve service excellence through monitoring the accuracy of Central Keying Agents, highlighting compliance issues, and providing feedback to agents. Responsibilities: Perform daily audits to assess the quality and accuracy of agents and the Central Keying area. Maintain daily, weekly, monthly productivity standards as set through tickets assigned in individual workflow. Ensure proper processing of new accounts as well as proper auditing of keyed accounts to maintain 100% compliance. Utilize established methods to accurately intake all new accounts as well as validate the keying of all new accounts. Work with locations as needed to obtain information needed to complete accurate processing of new accounts. Provide appropriate feedback and communication to the Central Keying agents to improve their keying. Work closely with the Intake/Validation Teams as needed to assist with processing of new accounts and workload. Accurately intake all new account information to identify any missing information that would affect the accuracy in the keying of the new account (including installation/delivery). Maintain up to date knowledge of new system updates for Central Keying provided by your Team Leader and Manager as well as documented in your resource materials. Knowledge and Compliance of all Customer Engagement Center objectives, performance standards, and policies. Other duties as assigned/required. Required time on site as assigned (hybrid model). Qualifications: Requirements: High School Diploma or equivalent preferred. Preferred: 1 year of call center experience (internal) /2 years auditing experience (external). Excellent oral, written, interpersonal communication and presentation skills. Exceptional listening, problem solving and analytical skills. Working knowledge of network technology. Demonstrated ability to work well independently and in a team environment. Dedicated to providing exceptional customer service. Ability to meet deadlines in time-sensitive situations. Strong attention to detail and integrity. This position could be assigned to Intake/Validation teams. UniFirst Corporation is an EEO/Affirmative Action Employer M-F-Disability-Vet. #J-18808-Ljbffr