Customer Service Quallity Assurance Specialist

Customer Service Quallity Assurance Specialist

OVERVIEW OF POSITION:

This position requires a mentality of “One Call Resolution” philosophy. Candidate should possess a strong ability to embed a high level of expectation of great Merchant care skills while encompassing a standard of excellence in the quality of a call. Candidate will be responsible for establishing the standards for Quality monitoring; providing real time coaching; creating, defining and implementing areas of opportunity for continual refresher training throughout the call center; developing a module for new hire trainees on call quality and overcoming objections; reporting statistics. Candidate must also develop a strong knowledge of all processes and procedures, products and disciplinary action variables. Good judgment and the ability to communicate effectively are essential for the position. Duties will include, but are not limited to:

Schedule: Tuesday-Saturday 10:00 AM-7:00 PM
Temp-to-permanent
Compensation: Up to $18.00/hr. DOE

RESPONSIBLITIES:

Monitors and evaluates the quality and content of inbound and outbound calls; and provides direct feedback to the agents.

Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved.

Provides continual feedback and information data to management for improvement of Merchant Service skills across multiple products, as well as, recommendations to improve our training program.

Coordinates call calibration for Team Leads, Supervisors, and Managers as needed.

Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards.

Participates in new hire training by developing a Quality Assurance module to include complete understanding of call expectations encompassing content, accuracy of information, overcoming objections and tone.

Recommends and conducts scheduled classes on all employees regarding areas of concern or floor inconsistencies in product or performance.

Become cross trained in all products and serves as a back up for new hire training as needed due to unavailability of Trainer.

Manage and oversee all quality initiatives.

Other tasks and responsibilities as assigned.

JOB REQUIREMENTS QUALIFICATIONS EXPERIENCE:

Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with employees, Management, corporate contacts as well as Merchants, customers and clients.

Must be able to work during off-hours, weekends, and evenings, as needed, to ensure consistency on all shifts

Position also involves the ability to create and present training materials in a one-on-one and/or classroom style setting to new and existing employees.

Communication skills are critical. Candidate must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish and French is a plus.

Must be able to handle multiple tasks while working independently, without direct supervision

Should possess a wide degree of creativity, flexibility, and latitude.

Must possess strong analytical, organizational, and time-management skills.

Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff.

Computer fluency is required, including knowledge of call center software, Microsoft Office and the Internet is essential.

Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment.

Must possess a strong desire to provide superior Merchant service.

Able to make decisions with high level of confidence.

Proven experience with developing and implementing Quality Assurance and Quality Monitoring programs; required

Bachelor’s degree or equivalent experience and at least 3-5 years of experience in a Call Center environment.

Candidates must have at least 3-5 years of prior experience in Quality Assurance.

Apply today! Qualified candidates please apply with an updated resume!