Remote Quality Assurance Specialist - Join Our Support Team

About the Role

We are seeking a dedicated Remote Quality Assurance Specialist to join our team at SanMar Employee Board. 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. This position offers a unique opportunity to contribute to our commitment to excellence in customer service.

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 the performance of our representatives in various job areas.
• Share call evaluations with department supervisors and representatives.
• Report any non-compliance or unusual issues to the appropriate supervisor.
• Identify potential training and coaching opportunities and communicate them to the appropriate supervisor.
• Maintain various reporting spreadsheets accurately and in a timely manner.
• Collaborate closely with supervisors and team members to support the goals of our customers and SanMar.
• 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; able to work independently and confidently.
• Organized with the ability to maintain accurate records and manage multiple tasks with attention to detail.
• Excellent written and verbal communication skills, with the ability to recognize quality in customer interactions.

Nice to Have

• Experience with quality assurance tools and methodologies.
• Familiarity with customer service software.
• Ability to provide constructive feedback effectively.

What We Offer

• Competitive salary ranging from $60,000 to $80,000 per year.
• Fully remote work environment.
• Opportunities for professional development and training.
• Supportive team culture focused on collaboration and growth.
• Flexible working hours to accommodate your schedule.
• Health and wellness benefits.
• Access to company resources and tools to enhance your work experience.