Call Center Quality ....
Call Center Quality Assurance Analyst
Posted on :
31-08-2021
Employer Active
1 Vacancy
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Jobs by Experience
0 - 0 years
Monthly Salary
Not Disclosed
Nationality
Any Nationality
Gender
N/A
Vacancy
1 Vacancy
Posted on :
31-08-2021
Job Description
Req ID : 708371
- Monitor ACD and assist in managing call center service level goals.
- Optimize customer experience by managing market call routing and invoking IVR messaging.
- Manage call center reports utilizing Avaya ACD, CMS, IEX and ensure accuracy and distribution compliance.
- Manage communication between IVR vendor, IntervoiceBrite (IVB), NUI management, and project team.
- Design and implement a call center model that deliver superior customer experience while achieving operation efficiency and reasonable cost-to-serve metrics.
- Ensure all duties are complete and accurate within the QA department.
- Design marketing displays with Photoshop and InDesign for social media websites.
- Use CMS to monitor agents and work with telecom to ensure proper routing.
- Create and implement QA program for escalate issues encounter by call center agents.
- Monitor and assist call center managers and agents with Avaya relate issues in all regions.
- Collect data from an automatic call distribution (ACD) system to generate statistical reports.
- Provide customer support involving issues, problems and/or questions that stem from the online systems using CRM.
- Install company approve software, troubleshoot and fix computers, copiers, printers, scanners, etc.
- Utilize Photoshop to resize and manipulate digital images for use in newsletters, articles and the digital resource library.
- Take inbound calls from patients needing to troubleshoot their pacemaker/defibrillator monitors.
- Guarantee customer satisfaction by coordinating/negotiating dates, times and access windows.
- Conceive individualized messages and issue target marketing using LinkedIn and other media.
- Optimize the use of department technology and workforce management techniques to improve call center efficiency and effectiveness.
- Install, setup and configure new equipment such as laptops, workstations, monitors and printers.
- Coordinate, setup and tear down conference rooms -Delivery of supplies and equipment across facilities in a timely manner
- Provide direction and guidance to associates in Medicare and Medicaid regulations.
- Facilitate inter-departmental communication to effectively provide customer support.
Employment Type
Full Time
Company Industry
Key Skills
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