QA Specialist - Bluefield CSC

Responsible for providing accurate, consistent, fair and objective evaluations of customer service representatives’ performance.  Acts in a supporting role, consistently providing motivational feedback to improve the attributes that enable customer service representatives to exceed customer expectations. 

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

• Must be capstone position or equivalent
• Ability to read and comprehend simple instructions, short correspondence, and memos. 
• Ability to write  correspondence, including written constructive feedback
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• 5 or less occurrences in the last 12 months
• Be in current position for a minimum of six months.
• Meet Attendance and Tardiness standards, QA, Productivity and Adherence standards, as appropriate.

• Monitors and provides feedback at the rate of three calls per hour.  Ability to provide agents critical and constructive feedback.  Ensure that every agent receives feedback monthly.
• Performs trending and root cause analysis, and formulates strategies designed to improve the overall effectiveness and quality of customer care interactions.
• Prepares monthly comprehensive trend reports that assess strengths and weaknesses and presents to management along with recommended process improvements.
• Recommends methods of improving performance and proactively preventing problems.
• Offers insight and clarification on our in-house policies and procedures to agents and coaches.
• Provides feedback to the training department, including new hire or seasoned employee assessments.
• Participates and/or facilitates calibration sessions with departmental supervisory and management staff.
• Establishes motivational strategies and rewards exceptional performance in collaboration with departmental supervisory and management staff.
• Responsible for effectively presenting quality measurements to new hires and to current employees to ensure a high level of understanding of the measurements and the value of their use.
• Other duties as required.