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Job Category:

Quality Assurance Specialist


Pay: $40,000 – $45,500 a year

Full Job Description

Minimum Position Qualifications

Bachelor’s Degree and two years of appropriate experience.Special Conditions

During the first three months of training the work schedule will be Monday- Friday, 10:00 a.m.- 6:30 p.m. This position will require nights and weekends on-call availability.Work Schedule

Monday – Friday
Day shift: 10:00 am – 6:30 pm
Afternoon shift: 12:30 pm – 8:00 pm

May need to work/travel beyond normal work schedule.

Will work remotely as necessary.Posting Date 12/21/2020 Closing Date 01/02/2021 Open Until Screening Begins No Hiring Range $40,000- $45,500 per year Full-Time/Part-Time Full-Time: Benefits Eligible Working Conditions

While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.Additional Working Conditions

While performing the duties of this job, the employee is required to sit; use hands to handle, or feel; and talk or hear. The employee frequently is required to stand, walk and reach with his hands and arms. The employee is occasionally required to stoop, kneel or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.Special Instructions to Applicants

All applications must be submitted online at workforum.memphis.edu
Applicants must complete all applicable sections of the online application to be considered for a position. Please upload a cover letter, resume, and reference list after completing your application, if required by the system. Required work experience is based on full time hours. Part time work experience will be prorated as listed.
Candidates who are called for an interview must notify the Department of Human Resources in writing of any reasonable accommodation needed prior to the date of the interview.Is this posting for UofM employees only? No Positions Supervised

May supervise staff based on role and responsibility.Knowledge, Skills, and Abilities

The department is especially interested in candidates with service desk or call center experience.Additional Position InformationJob DutiesDuties & Responsibilities

Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of goals and performance targets.
Duties & Responsibilities

Addresses and handles challenging customers and problems that require escalation inside or outside of the department
Duties & Responsibilities

Monitors service calls to observe employee demeanor, technical accuracy and conformity to university policies.
Duties & Responsibilities

Monitors productivity and generates reports for 75-100 technical staff at the Service Desk and other locations
Duties & Responsibilities

Providing timely and constructive feedback on agent performance and identifying trends in the call center
Duties & Responsibilities

Analyze data to identify areas for improvement in the quality system
Duties & Responsibilities

Trouble shoots and solves technical problems on both Windows and Mac platforms and University applications.
Duties & Responsibilities

Designs and expands training and development programs based on both the organization’s and the individual’s needs.
Duties & Responsibilities

Serves as informational resource to internal and external customers; provides advice and counsel; assists staff with complex inquiries, problems, or projects that require independent judgment and interpretation of policies and procedures.
Duties & Responsibilities

Other duties as assigned.

Company – University of Memphis

Website: https://www.memphis.edu/

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