Remote Quality Assurance Specialist - Join Our Dynamic Team

About the Role

We are seeking a dedicated Remote Quality Assurance Specialist to join our team at SanMar. In this role, you will evaluate the quality of inbound and outbound phone calls of the Credit Team, monitor desktop activity, and complete aging reviews for Accounts Receivable team members. Your contributions will be vital in ensuring our customer service meets the highest standards.

What You'll Do

• Listen to internal and external calls of the Credit department staff, evaluating customer service, productivity, and job performance.
• Conduct desktop monitoring to assess team members' job performance, ensuring it aligns with SanMar's expectations.
• Prepare timely evaluations of phone calls for department staff.
• Complete Aging Reviews for Accounts Receivable Representatives as scheduled by department Supervisors.
• Prepare written summaries for supervisors assessing representatives' performance across various job areas.
• Share call evaluations with department supervisors and representatives to foster improvement.
• Report any non-compliance or unusual issues to the appropriate supervisor.
• Identify potential training and coaching opportunities and communicate them to the relevant supervisor.
• Maintain various reporting spreadsheets accurately and in a timely manner.
• Collaborate closely with supervisors and team members to support customer and company goals.
• Perform other duties as assigned and comply with all policies and standards.

Requirements

• High School Diploma or GED.
• 4-6 years of credit or Accounts Receivable experience or equivalent education.
• Previous customer service experience.
• Self-directed and able to work independently.
• Organized with strong attention to detail.
• Excellent written and verbal communication skills.
• High degree of professionalism, integrity, and objectivity.
• Ability to respond well to internal deadline pressures in a fast-paced environment.
• Excellent PC skills with proficiency in Microsoft Office and D365.
• Flexibility to adapt to change positively.

Nice to Have

• Experience in a remote work environment.
• Knowledge of quality assurance processes.
• Familiarity with customer service metrics.

What We Offer

• Competitive salary range: $21.50 - $33.65 per hour based on location and experience.
• Annual discretionary bonus up to 5% of base salary.
• Accrue paid time off weekly, up to 112 hours per year, plus 8 paid holidays and 1 paid family day off.
• Comprehensive salary and compensation package.
• Flexible remote work environment.