Quality Specialist - Full-time

Company Overview:

Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.









JOB SUMMARY
The Quality Specialist encompasses a number of duties and responsibilities that help drive the strategic focus of enhancing the customer experience. This role will measure, gauge, and evaluate the activities of Customer Care frontline Advisors during their interactions with Charter customers. The evaluations completed by the Quality Specialist will include not only observation and written feedback, but will also include multitude of tasks aimed at providing site leadership with appropriate tools to address and improve trends in Advisor performance.


MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Generate Quality evaluations against predefined standards in an effort to address trends in behaviors and improve the customer experience.
Contribute meaningful feedback related to employee performance and trending.

Maintain subject matter expert status within assign queue to ensure the accuracy and validity of feedback provided.

Remain current on updated Policies and Procedures that directly or indirectly affect the assigned queue.
Play an active role in offline calibration.

Work offline with assigned leadership to deliver improved trends in performance and best practices that help drive performance.

Leverage technology to assist in the creation of analytics used to benchmark performance against determined Quality standards.

Engage other departments, as needed, to eliminate impediments that may prevent or prohibit an Advisor from providing an optimal customer experience.

Assist in root cause analysis exercises requested by leadership.

Act as a Quality Advocate throughout the Charter enterprise.

Perform other duties as assigned.


REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to use personal computer and software applications (e.g. word processing, spreadsheet, etc.)
Ability to work with others to resolve problems, handle requests or situations


PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to communicate with all levels of management and company personnel
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to conduct meetings and presentations
Ability to work independently
Knowledge of Charter’s TV, internet and phone products and services
Knowledge of software applications related to Digital recorder
Working knowledge and application of sales processes



Education
High School diploma or equivalent required.



Related Work Experience
1 year call center experience
2 years customer service experience in cable industry or related field


WORKING CONDITIONS
Office environment








EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.