Quality Assurance Spec Contact Center
Expiry Date :
Wed, 10 Feb 2021 23:59:59 GMT
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PRIMARY PURPOSE: Under minimal supervision, Quality Assurance (QA) Specialist is responsible for assessing the quality of the performance of contact center associates who deal with existing and potential customers. The QA will monitor customer care team activities, inbound and outbound calls and emails responses to assess agent’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. DUTIES AND RESPONSIBILITIES: Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management. Assures high-quality customer service to all customers by monitoring customer interaction. Engages donors to address and resolve escalated customer service concerns. Maintains good attendance and punctuality per the absence policy. Participates in the design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Monitors customer care email, website, text, chat and social media responses. Coordinates and facilitates contact center calibration sessions for contact center staff to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Interfaces with other project staff to ensure project completion (e.g., shares knowledge, ensures effective communication). Provides team performance feedback to contact center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Serves as a support resource and subject matter expert for assigned applications. Performs all other duties, at the discretion of management, as assigned. REQUIREMENTS: Knowledge/Education High school graduate or GED required. Knowledge of automated applications systems preferred. Bi-lingual preferred. Licenses/ Certifications None Experience Two years of Customer Contact Center with a minimum of one year of Dialer experience required. Skills/Abilities Must possess the skills and abilities to successfully perform all assigned duties and responsibilities. Must be able to maintain confidentiality. Effective interpersonal, written and verbal communication skills. Great people skills and ability to manage difficult and complex feedback and communication. Ability to organize a diversified and heavy workload. Problem-solving capabilities to create meaningful strategies to improve support quality. Ability to make sound decisions and work well under pressure. Ability to work independently and in a team environment. Ability to work effectively with all levels of staff and management and provide consistently high levels of customer service. Strong computer skills including Microsoft Outlook. Exceptional listening and analytical skills. Ability to multitask and successfully operate in a fast paced, team environment. Must adapt well to change and successfully set and adjust priorities as needed.