Contact center qa specialist 3803 1 - united states, dublin

Job description:• remote/onsite: onsite for up to 2 weeks upon meeting performance / attendance requirements
• work schedule: 10:30am-7pm est
• training schedule: 6/6/22 & 6/7/22 11am – 7:30pm est
• pay rate: $18/hr - bilingual is $19/hr
• interview process: candidate will participate in an interview w/epiq management via teams
• background check: worker must clear background check prior to starting
• special notes: orders are being placed in dublin, phx, tpa, and pdx to recruit across all sites. the total count between all sites is 20. as these positions will report to a remote supervisors/manager, please feel free to recruit heavier in one site to meet the total need of 20 and the schedules outlined below:

5 – 9am-5:30pm est / 6am-2:30pm pst
7 – 10:30am-7pm est / 7:30am-4pm pst
8 – 12:30pm-9pm pst / 9:30am-6pm pst

schedules will begin on 6/8/22. however, employees should be flexible in schedule to meet business needs. we will also take any bilingual agents for spanish. pay will be $19/hr for bilinguals.

position summary
this position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions and resolving any complex quality assurance related inquiries from leads and supervisors.

job responsibilities
monitor inbound and outbound telephone calls within the contact center to ensure service meets all quality assurance standards
document customer service quality issues according to company procedures
maintain objectivity across scoring
ensure csrs use outlined greetings, scripts, after call procedures and follow quality standards
provide qa scores and feedback to leads for it to be delivered to csrs
resolve any complex quality assurance disputes arising from completed qa questionnaires
meet required daily/weekly quota of qa questionnaires
participate in call calibration sessions to continuously align on rating methodology
should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.
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.

qualifications
exemplary written and verbal communication skills
2+ years of experience in handling inbound/outbound voice calls.
6 months of experience as a qa monitoring call transactions would be a plus however not mandatory.
should be flexible to work in rotational shifts.
ability to multitask and successfully operate in a fast paced, team environment
professional demeanor with the ability to maintain confidential information
outstanding customer service skills and dedication to providing exceptional customer care
knowledge of qa terms, tools and methodologies
strong analytical skills and attention to detail

competencies

coaching for results - provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement

managing performance - ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event

developing others - provides support and direction towards the development of individuals’ knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures

fosters teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the teamcomments for suppliers:

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records


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United States, Dublin ,Ohio
2022-05-16
2022-06-15
1441061
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