Quality Workflow Specialist

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Job Purpose: The Quality & Workflow Optimization Specialist is responsible for ensuring operational excellence by managing workloads, monitoring quality standards, and driving continuous improvement in customer support delivery. This role bridges workflow coordination with quality assurance to ensure both efficiency and high service quality.

Essential Duties:

Workload & Operational Management

• Manage daily and monthly technical support agent’s case queues to maintain even case distribution levels, ensuring customer contractual obligations and audit rates are met.
• Assign and oversee the completion of customer requests, ensuring timely delivery and accuracy.
• Track and report daily, monthly, and bi-monthly operational statistics on both customer and associate levels.
• Monitor and escalate workflow inefficiencies and technical gaps.
• Understand and support all customer applications and processes; provide guidance and act as a subject matter expert for associates.

Quality Monitoring & Evaluation

• Conduct live and recorded audits of support interactions (calls, cases, and other associate interactions) to assess quality, adherence to processes, and customer satisfaction.
• Perform audits of QA evaluations and calibration sessions to ensure scoring consistency and objectivity.
• Track, report, and escalate quality outliers; collaborate with leadership and quality control for further review and action.

Quality Coaching & Improvement

• Evaluate performance data to identify strengths and areas for improvement; provide timely, constructive feedback and support coaching plans.
• Contribute to onboarding and refresher QA training; maintain and update training materials and assessments.
• Collaborate with leadership, training, and operations teams to recommend and implement process improvements, coaching plans, and SOP updates.

Reporting & Analysis

• Generate and maintain reports on key metrics, including QA scores, CSAT, process compliance, and workload completion.
• Analyze trends, identify root causes of performance gaps, and drive data-informed corrective actions.
• Document evaluations, coaching sessions, and agent progress to ensure accuracy and compliance.

Systems & Documentation Management

• Manage user access to QA and workflow tools, ensuring transparency and security.
• Maintain accurate documentation on workflows, QA processes, system updates, and knowledge base content.

Other Duties as Assigned

• Support cross-functional projects focused on enhancing quality assurance, improving workflow efficiency, and optimizing customer experience.

Knowledge, Skills, and Abilities:

• Strong analytical and critical thinking abilities.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office and familiar with QA tools, help desk platforms (e.g., Salesforce), and scorecard systems.
• Basic knowledge of telecommunications, technical troubleshooting, and remote support practices.
• Self-starter with strong organizational skills and attention to detail.
• Ability to work in a fast-paced, metric-driven environment and maintain confidentiality.

Minimum Qualifications:

• High school diploma or GED required
• Experience with customer support operations and service quality programs.
• Familiarity with QA tools, CRM platforms, ticketing systems, and reporting tools (e.g., Salesforce, Five9, Excel, etc.).
• Experience in data analysis, reporting, and performance monitoring.

Preferred Qualifications:

• 2+ years of experience in workflow coordination, operations, or quality assurance roles.
• Bachelor’s degree in business administration, Operations Management, Quality Management, or a related field (or equivalent experience) preferred.
• Experience with QA tools and scorecard development.
• Experience with remote desktop support, networking, or enterprise platforms.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $20.90 – $23.82/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.