Quality Assurance Auditor (Call Center)

Do you take pride in delivering exceptional customer service? Are you the kind of person who can spot excellence a mile away? Do you believe customer service isn’t just a job – it’s an experience?

We’re on the hunt for a sharp, detail-loving Quality Assurance Auditor to help us keep our Client Service Center performing at its absolute best!

What you'll be doing...

As a Quality Assurance Auditor in our Las Vegas office, the main focus will be to monitor, evaluate and assist with calls to our contact center. This includes both external customer calls, as well as internal departmental inquiries. You will provide feedback for the CSRs and collaborate with trainers and leaders in maintaining uniform operating procedures. 

As an Auditor, you will:

• Deliver exceptional customer service through scheduled reviews/audits
• Drive a high level of associate performance and engagement
• Resolve issues escalated by the CSR, Supervisor, or other internal departments
• Handle internal calls from CSRs on the Assist Queue line
• Assist in creating/maintaining Standard Operating Procedures on the SharePoint site
• Assist with maintenance of department handbooks and approved policy and procedures

This position is scheduled to work 100% on-site at our Las Vegas, NV office.

Who you are...

• Educated.  Bachelor's degree or equivalent work experience preferred
• Experienced.  Supervisory, training, call auditing and call center experience preferred
• Organized.  Able to prioritize work, multitask and work independently
• Communicator.  Excellent verbal, written and people skills
• Technically Savvy.  Intermediate level experience in the Microsoft Office suite of tools

Who we are...

Northwest Administrators, Inc. is an industry leader in third-party administration of employee benefits. We administer one of the largest multi-employer pension plans in the country, along with numerous large health and welfare plans. As part of our team, you will benefit from many training and development opportunities and can expect a better-than-market benefits package.

If hired, you can expect...

• Hourly rate range of $21.35 - $28.88 per hour (dependent upon experience & qualifications)
• Medical, dental (w/orthodontia), vision, Rx benefits, disability & life insurance
• Optional benefits: health flex spending, dependent care assistance & pet insurance
• Generous 401(k) plan with employer base contribution and match
• Paid Vacation (10 days), Sick Leave (10 days), and Holidays (10 days)
• Collaborative team environment
• Work-life balance

Equal Employment Opportunity

NWA is proud to be an Equal Employment Opportunity employer.  All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, physical or mental disability, marital status, amnesty, veteran status, citizenship, family medical history or genetic information or any other characteristic protected by local, state, or federal laws.  NWA prohibits any discrimination or harassment based on any of these characteristics. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact Human Resources at HR@nwadmin.com to request accommodation.

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