Quality Assurance Specialist in Lac Du Flambeau, Wisconsin at LDF HOLDINGS LLC

Summary/Objective: The Quality Assurance Specialist is responsible for conducting quality assurance reviews within the contact center environment to help ensure exceptional customer service, operational consistency, and compliance with internal standards. This position evaluates customer interactions, documents audit findings, identifies trends, and supports quality assurance reporting and continuous improvement efforts.

Essential Job Functions:

Specific duties include, but are not limited to, the following:

Quality Assurance:

• Conduct quality assurance reviews of customer interactions, including phone calls, chats, and emails to ensure compliance with company standards, regulatory requirements, and customer service expectations.
• Accurately document audit findings and maintain quality assurance records.
• Participate in call calibration sessions to promote consistent quality standards and scoring.
• Complete targeted quality reviews and special projects as assigned.
• Assist with monitoring quality trends and communicate findings to leadership.
• Assist with maintaining quality assurance procedures, documentation, and reporting tools.

Customer Service & Continuous Improvement:

• Identify opportunities to improve quality and consistency based on audit findings.
• Share audit observations with leadership to support employee development and operational improvements.
• Develop and maintain a strong understanding of contact center operations, products, systems, and customer service expectations.
• Learn and utilize quality assurance systems, voice analytics tools, and other technologies used by the department.

Collaboration:

• Work collaboratively with contact center leadership and team members to support quality initiatives.
• Build positive working relationships with internal departments and business partners.
• Attend required meetings, training sessions, and continuing education opportunities.
• Perform other duties and special projects as assigned.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

Expectations/Abilities:

• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Strong customer service mindset with the ability to objectively evaluate customer interactions.
• Basic analytical and problem-solving skills.
• Ability to document findings accurately and communicate observations clearly.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively within a team.
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Ability to maintain confidentiality and exercise sound judgment.

Supervisory Responsibility: This position has no supervisory responsibilities.

Work Environment: This position operates in a professional office and contact center environment. The role routinely uses standard office equipment, including computers, telephones, headsets, printers, and other office equipment.

Position Type/Expected Hours of Work: This is a full-time, non-exempt position. Days and hours of work are primarily Monday through Friday, between 8:00 a.m. and 4:30 p.m. Occasional evening and weekend work may be required based on the duties and needs of the position.

Travel: Little to no travel is expected for this position.

Native American preference will be applied to hiring of this position as defined in Title 25, U.S. Code, Chapter 14, Subchapter V, subsection 273 & 274. We are an equal opportunity employer with preference given to qualified Native American applicants in accordance with federal law and tribal policy.

Physical Requirements: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.

• Sedentary Work: This position is largely sedentary, requiring the ability to sit or remain at a workstation for extended periods.
• Computer Usage: Frequent and prolonged use of a computer, keyboard, and mouse. Must have the visual acuity to analyze data, read digital transcripts, and monitor screen-based activities.
• Communication: Regularly required to talk and hear. Must be able to use a telephone/headset to monitor calls and participate in meetings or coaching sessions.
• Manual Dexterity: Sufficient hand and finger dexterity to operate standard office equipment and perform repetitive data entry tasks.
• Physical Effort: Occasional standing, walking, reaching, and bending. Must be able to occasionally lift and/or move up to 15 pounds (such as laptop bags, files, or office supplies).

Required Education and Experience:

• High school diploma or equivalent (GED).
• One (1) year of experience in customer service, contact center operations, quality assurance, or a related administrative role.
• Basic proficiency with Microsoft Office products, including Word, Excel, and Outlook.
• Equivalent combinations of education and experience may be considered.

Preferred Education and Experience:

• Associate degree in Business, Communications, or a related field.
• Two (2) years of experience in a contact center, customer service, quality assurance, or customer experience environment.
• Experience conducting quality assurance reviews, auditing customer interactions, or evaluating customer service performance.
• Experience using contact center platforms, customer relationship management (CRM) systems, or quality assurance software.

Required Pre-Employment Screening: LDF Business Development Corp. is committed to a drug-free workplace. To qualify for this position, applicants must agree to pre-employment drug screening and potential random testing, as required thereafter.