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in Bluefield, WV
QA Specialist - Bluefield CSC
•30 days ago
Hours | Full-time |
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Location | Bluefield,WV,24701 Bluefield, West Virginia |
About this job
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.