Quality assurance monitor job description
Updated March 14, 2024
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Example quality assurance monitor requirements on a job description
Quality assurance monitor requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in quality assurance monitor job postings.
Sample quality assurance monitor requirements
- A bachelor's degree in a technical field is required.
- At least 2 years of experience in Quality Assurance is a must.
- Strong knowledge of software development methodologies, testing tools, and software quality assurance best practices is mandatory.
- Experience in creating test plans, test cases, and test scripts is required.
Sample required quality assurance monitor soft skills
- Excellent communication skills, both verbal and written, are essential.
- Strong analytical and problem-solving skills are required.
- Ability to work independently and in a team environment is a must.
- Good time management and organizational skills are necessary.
- Attention to detail and accuracy are critical.
Quality assurance monitor job description example 1
TEAM quality assurance monitor job description
The District Quality Monitor is responsible for ensuring implementation, maintenance and ongoing development of the organizations Quality Management System (QMS) at the District level.
Essential Job Functions
Maintains a safe, secure and healthy environment by adhering to Company/Customer safety and quality standards and practices and to legal regulations, alerting others regarding potential hazards or concern Adheres to and is a champion of TEAM's Core ValuesImplements, maintains and develops all aspects of the QMS to ensure continuous improvement throughout the assigned DistrictPerforms District assessments on performance and reporting of the effectiveness of the QMS, and as applicable, compliance with customer, and/or industry related requirements (ISO9001, 10CFR50, etc.) Ensures the resolution of non-conformances, corrective actions, customer complaints and other issues, that are identified through the performance of these assessment actions Plans and assists third-party (registrar) and customer assessments and District Internal Audits.Works with Regional Quality Specialist in developing and implementing corrective actions, performs follow-up work as needed to ensure that corrective actions are effective Ensures customer satisfaction through the analysis and reporting of customer satisfaction data (i.e., customer surveys) Identifies, tracks and promotes the resolution of customer issue, providing guidance to District management and Corporate QA for such resolution Performs District Supplier assessments in cooperation with Corporate QA to ensure compliance with the organization's quality, technical, and purchasing requirements Maintains a District approved supplier list (ASL) for “Commercial” suppliers (as applicable) Assists the District in creating control logs for equipment calibration and asset tracking Assists in completion of annual management reviews, record retention and destruction policy, maintenance of controlled District documents Tracks and monitors District qualifications and certification programs and personnel associated with the programs Assists with contract review, planning, and scheduling Maintains an awareness and understanding of all applicable regulations, codes, standards and specifications, as well as company policies and procedures communicating these requirements to affected branch personnel as necessary Provides training (QMS, Receipt Inspection, etc.), as necessary to District personnel, including customers, to obtain program compliance, process efficiency and effectiveness, cooperation and morale Act as the liaison to Corporate and Regional Quality Assurance personnel
Job Qualifications
High school diploma or equivalent required Bachelor's degree in Business or related field preferred Five (5) or more years of relevant industry experience preferred Proficiency in Microsoft Word, Excel, PowerPoint required Travel Requirements: 0% - 25%
Work Conditions
Position is located at the District office Work is conducted in a semi-private office/cubicle setting Days and hours of work are Monday through Friday 8:00 am to 5:00 pm. Some flexibility in hours is allowed, but the employee must be available during the core work hours of 9:30 am to 3:30 pm
Physical and Mental Requirements
Ability to lift and carry 25 pounds Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits employee to communicate effectively Ability to sit for prolonged periods of time with or without reasonable accommodation Sufficient manual dexterity with or without reasonable accommodation, which permit the employee to perform routine office duties Sufficient personal mobility and physical reflexes, with or without reasonable accommodations to perform office duties and travel when necessary to off-site locations
TEAM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Essential Job Functions
Maintains a safe, secure and healthy environment by adhering to Company/Customer safety and quality standards and practices and to legal regulations, alerting others regarding potential hazards or concern Adheres to and is a champion of TEAM's Core ValuesImplements, maintains and develops all aspects of the QMS to ensure continuous improvement throughout the assigned DistrictPerforms District assessments on performance and reporting of the effectiveness of the QMS, and as applicable, compliance with customer, and/or industry related requirements (ISO9001, 10CFR50, etc.) Ensures the resolution of non-conformances, corrective actions, customer complaints and other issues, that are identified through the performance of these assessment actions Plans and assists third-party (registrar) and customer assessments and District Internal Audits.Works with Regional Quality Specialist in developing and implementing corrective actions, performs follow-up work as needed to ensure that corrective actions are effective Ensures customer satisfaction through the analysis and reporting of customer satisfaction data (i.e., customer surveys) Identifies, tracks and promotes the resolution of customer issue, providing guidance to District management and Corporate QA for such resolution Performs District Supplier assessments in cooperation with Corporate QA to ensure compliance with the organization's quality, technical, and purchasing requirements Maintains a District approved supplier list (ASL) for “Commercial” suppliers (as applicable) Assists the District in creating control logs for equipment calibration and asset tracking Assists in completion of annual management reviews, record retention and destruction policy, maintenance of controlled District documents Tracks and monitors District qualifications and certification programs and personnel associated with the programs Assists with contract review, planning, and scheduling Maintains an awareness and understanding of all applicable regulations, codes, standards and specifications, as well as company policies and procedures communicating these requirements to affected branch personnel as necessary Provides training (QMS, Receipt Inspection, etc.), as necessary to District personnel, including customers, to obtain program compliance, process efficiency and effectiveness, cooperation and morale Act as the liaison to Corporate and Regional Quality Assurance personnel
Job Qualifications
High school diploma or equivalent required Bachelor's degree in Business or related field preferred Five (5) or more years of relevant industry experience preferred Proficiency in Microsoft Word, Excel, PowerPoint required Travel Requirements: 0% - 25%
Work Conditions
Position is located at the District office Work is conducted in a semi-private office/cubicle setting Days and hours of work are Monday through Friday 8:00 am to 5:00 pm. Some flexibility in hours is allowed, but the employee must be available during the core work hours of 9:30 am to 3:30 pm
Physical and Mental Requirements
Ability to lift and carry 25 pounds Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits employee to communicate effectively Ability to sit for prolonged periods of time with or without reasonable accommodation Sufficient manual dexterity with or without reasonable accommodation, which permit the employee to perform routine office duties Sufficient personal mobility and physical reflexes, with or without reasonable accommodations to perform office duties and travel when necessary to off-site locations
TEAM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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Quality assurance monitor job description example 2
AAA Northern California, Nevada & Utah quality assurance monitor job description
We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life's roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
Why Work For Us?
* Training - You'll attend a thorough, comprehensive, training program
* Benefits - Medical, Dental, Vision, wellness program and more!
* 401k Matching - $1 for $1 company match up to 6% of pay
* Annual Incentive Plan - Eligibility to participate in AAA NCNU annual bonus plan
* Paid Time Off - Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities
* Collaborative Environment - AAA will value your contribution to providing exceptional service to our members
Summary
The Quality Monitor I is responsible for monitoring, auditing the contact center to ensure compliance with the quality assurance policies and procedures. This role provides objective and quantitative feedback regarding the quality of interactions and transactions.
Essential Functions
* Support Contact Center representatives to ensure a high level of service resulting in an outstanding member experience by listening to call interactions.
* Performs quality monitoring of inbound and and/or outbound telephone calls through audio and screen capture.
* Documents quality issues and performance measures for management review. Creating trend reports and provides recommendations for improvement.
* Participates in Quality Assurance review sessions to discuss current trends and to calibrate calls.
* Assists in research and analysis work efforts.
* Assists in resolving requests that are exceptions to guidelines/procedures.
* Understands and upholds AAA National and NCNU policy regulations and requirements as they apply to Insurance and Membership sales.
Knowledge/Skills/Abilities
* Good analytical, communication and mathematical skills
* Good problem solving, organizational and interpersonal skills
* Ability to identify errors, inconsistencies in information
* Skills to distinguish various/differing customer needs in relation to the business needs
* Familiarity with Insurance and sales, products and services, policies and procedures preferred.
* Bilingual communication skills (preferred)
Education & Experience / Licenses & Certification
* High school diploma or GED required, Bachelor's degree preferred.
* 0 - 2 years in a customer service/quality assurance environment or equivalent business experience
* 1-3 years call center experience with significant customer interaction preferred.
Work Environment/Physical Requirements
Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. Position may require travel 25% of the time by car, plane or other form of transportation to work sites, attend business meetings or conferences. Approximately 50-80 percent of the time spent on the job involves the use of a personal computer.
Competencies
Time Management (Intermediate)
Organizing (Learning)
Quality Orientation (Proficient)
Communication (Learning)
Judgment (Intermediate)
Cooperation (Collaboration) (Learning)
#MOR
At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life's roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
Why Work For Us?
* Training - You'll attend a thorough, comprehensive, training program
* Benefits - Medical, Dental, Vision, wellness program and more!
* 401k Matching - $1 for $1 company match up to 6% of pay
* Annual Incentive Plan - Eligibility to participate in AAA NCNU annual bonus plan
* Paid Time Off - Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities
* Collaborative Environment - AAA will value your contribution to providing exceptional service to our members
Summary
The Quality Monitor I is responsible for monitoring, auditing the contact center to ensure compliance with the quality assurance policies and procedures. This role provides objective and quantitative feedback regarding the quality of interactions and transactions.
Essential Functions
* Support Contact Center representatives to ensure a high level of service resulting in an outstanding member experience by listening to call interactions.
* Performs quality monitoring of inbound and and/or outbound telephone calls through audio and screen capture.
* Documents quality issues and performance measures for management review. Creating trend reports and provides recommendations for improvement.
* Participates in Quality Assurance review sessions to discuss current trends and to calibrate calls.
* Assists in research and analysis work efforts.
* Assists in resolving requests that are exceptions to guidelines/procedures.
* Understands and upholds AAA National and NCNU policy regulations and requirements as they apply to Insurance and Membership sales.
Knowledge/Skills/Abilities
* Good analytical, communication and mathematical skills
* Good problem solving, organizational and interpersonal skills
* Ability to identify errors, inconsistencies in information
* Skills to distinguish various/differing customer needs in relation to the business needs
* Familiarity with Insurance and sales, products and services, policies and procedures preferred.
* Bilingual communication skills (preferred)
Education & Experience / Licenses & Certification
* High school diploma or GED required, Bachelor's degree preferred.
* 0 - 2 years in a customer service/quality assurance environment or equivalent business experience
* 1-3 years call center experience with significant customer interaction preferred.
Work Environment/Physical Requirements
Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. Position may require travel 25% of the time by car, plane or other form of transportation to work sites, attend business meetings or conferences. Approximately 50-80 percent of the time spent on the job involves the use of a personal computer.
Competencies
Time Management (Intermediate)
Organizing (Learning)
Quality Orientation (Proficient)
Communication (Learning)
Judgment (Intermediate)
Cooperation (Collaboration) (Learning)
#MOR
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Updated March 14, 2024
Updated March 14, 2024