TheQuality Assurance Specialistwill report directly to the Quality Assurance and Training Manager. They will be responsible for assessing the quality of the performance of our Customer Service Reps who deal with our existing and potential customer. The QA will monitor inbound and outbound call and email responses to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed. The QAS is also expected to liaison between his or her subordinates and superiors with challenge(s) that may prevent the team from performing at its highest standard.
- Monitor and evaluate a high volume of inbound calls, emails and chats for compliance
- Provides coaching, advice and guidance based on quality assurance findings and delivers performance feedback to Quality Assurance and Training Manager
- Generate reports communicating results and make recommendations to improve adherence with internal policies, procedures and/or regulations
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of Customer Service
- Monitor the effectiveness and quality of calls as well as the effectiveness of training received on products, services, system applications, etc.
- Identify potential process improvements and assist with improvement initiatives when appropriate
- Prepares internal reporting on quantity, quality and performance statistics and shares details with Leadership teams
- Conducts audits and tracks results for customer service representatives
- Communicates reminders, exceptions and trends to the call center floor, supervisors and management
- Drafts, edits and publish knowledge base articles into SalesForce as needed
- Drafts, edits and publish email templates into SalesForce as needed
- Ability to work and complete projects without supervision, self-motivated
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Exceptional listening and analytical skills
- Solid time management
- Strong written and verbal communications skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be currently at a Customer Support Specialist II title or higher
Work Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You acknowledge that you can perform the essential functions with or without reasonable accommodation. The noise level in the work environment is usually moderately reserved. The work environment is primarily indoors. The position requires little to no travel.
