Careers At HGS

Quality Assurance Representative

Job Code : HGS/474

Job Description

The purpose of this job is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement.




Typically Reports To: Quality Team Leader

Typical Reports: N/A



Principal Duties and Responsibilities:

1.      Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.

2.      Completes established monitoring objectives in accordance with applicable SOP’s.

3.      Provides written and oral feedback to the Reps on all calls monitored.

4.      Completes daily statistical reports and spreadsheets according to standard procedure.

5.      Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.

6.      Attends monthly department meetings to calibrate monitoring measurements.

7.      Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.

8.      Follows all client SOP’s and applicable work related guidance documents.

9.      Responsibilities may include taking Supervisory calls and escalations.


The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to:


* Promote teamwork and cooperative effort.  * Help train and give guidance to other HGS employees.  * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.  * Provide internal and external customers with the highest quality service.


Minimum jOB Requirements: (Education, Experience, Skills)

·         High School Diploma or GED

·         Demonstrated written and verbal communication skills

·         Excellent time management skills

·         Must be detail oriented

·         Basic knowledge of PC applications for word processing, spreadsheet, etc

·         Six months – 1 year experience with call center or related field




Uses Sound Judgment & Makes Decisions Wisely


Asks questions of team members and managers to identify critical issues.  Understands the impact of a decision on customers and HGS.  Knows when to seek direction with an issue or problem and/or to gain understanding about the impact of an action or decision.

Shows Initiative



Proactively seeks solutions to problems before being asked. Initiates self-development efforts and seeks job enrichment opportunities.

Promotes Teamwork


Participates on cross functional teams.  Provides knowledge about multiple projects, products and/or customers to increase team member understanding.  Helps others improve individual contributions as a team member. 

Communicates Effectively



Listens and converses with a variety of audiences.  Extracts key issues from others by asking the right questions.  Able to present information and ideas in a cohesive and logical manner.

Embraces Differences



Takes accountability for own progress and seeks to continually improve. Responds to others’ varying needs. Appreciates differences among team members.

Drives Customer Focus


Identifies opportunities to exceed the expectations of customers.  Establishes and nurtures strong sustainable collaborative relationships with internal and external customers. Designs internal work processes to improve customer service. Adds value to the organization by providing exemplary customer service.  Follows up, gets help from others when necessary. 


HGS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.


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