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Job Details

Quality Assurance Specialist
  • Job ID #: 35612
  • Position Type: Full-Time
  • Education Required: HS Diploma/GED
  • Experience Required: 2 - 3 Years
  • Location: US-IL-Northbrook
  • Functional Area: Customer Experience
  • Relocation Provided:

Position Description:

The Quality Assurance Specialist will monitor inbound and outbound calls to assess Customer Experience Agent demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The Quality process includes call audits, analysis and reporting. 

Key Job Activities: 

  • Perform call monitoring, communicate and track results according to established standards
  • Accurately & effectively audit/evaluate agent calls using the appropriate quality measurement tools
  • Identify errors/service issues and provide feedback according to established processes and timeline
  • Track call performance in appropriate databases
  • Provides actionable data to various internal support groups as needed including operations and quality leadership
  • Participates in call calibration sessions for call center staff as needed
  • Provides feedback to Quality Leadership
  • Prepares and analyzes internal and external quality reports for management staff review under the direction of the supervisor/manager
  • Works with Training team as needed to support agent success
  • Perform other duties as assigned

Position Requirements:

  • Education equivalent to high school diploma or GED
  • Minimum of 2 years call center/customer service experience/telephone phone skills
  • Quality Assurance related work experience preferred. Ability to demonstrate analytical and reporting skills preferred
  • Binlingual Spanish/English preferred
  • Ability to communicate both written and orally, accurately and effectively across different levels & cultural backgrounds

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.