Remote Quality Assurance Specialist - Join Our Team

About the Role

We are looking for a 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 make a significant impact on our customer service and overall productivity.

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 alignment with SanMar's expectations.
• Prepare timely evaluations of phone calls for department staff.
• Complete Aging Reviews for Accounts Receivable Representatives as scheduled.
• Prepare written summaries for supervisors assessing the performance of representatives.
• 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 supervisors.
• Maintain various reporting spreadsheets accurately and timely.
• Collaborate closely with supervisors and team members to support customer goals and SanMar's objectives.
• 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 is essential.
• Self-directed and able to work independently with confidence.
• Organized with the ability to maintain accurate records and manage multiple tasks effectively.
• Excellent written and verbal communication skills, with the ability to assess the quality of customer service.
• Professionalism, discretion, integrity, and objectivity in job performance.
• Ability to respond well to internal deadline pressures in a fast-paced environment.
• Proficient in Microsoft Office and D365.
• Flexibility to adapt to change positively.
• Effective communication and collaboration skills with all levels of the department.

Nice to Have

• Experience with quality assurance tools and methodologies.
• Familiarity with customer service metrics and reporting.
• Experience in training or coaching roles.

What We Offer

• Competitive salary ranging from $21.50 to $33.65 per hour, depending on location and experience.
• Annual discretionary bonus up to 5% of base salary.
• Accrual of paid time off on a weekly basis, up to 112 hours per year to start.
• 8 paid holidays and 1 paid family day off.
• Comprehensive benefits package including health insurance and retirement plans.
• Flexible remote work environment.