Customer Experience Quality Assurance Specialist

The primary role of the Quality Assurance Specialist is to work with the training and quality team to support Contact Center and Client Teams training activities as well as monitor and analyze the overall quality of all multichannel customer contacts. Develop and periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Customer Service Representatives (CSR). Overall the role of the training and quality team is to drive success for each representative and achieving success for each individual should be the sole focus and goal.

Job Duties:

• Responsible for developing and documenting client operating procedures; creating CSR and facilitator training program materials skills assessments leadership training as well as a variety of other training needs the client and/or company need.
• Must handle contacts and complete required phone time in order to stay up-to-date on directives and processes.
• Conduct and regularly review contents of training including soft skills general customer service skills listening skills de-escalation skills sales training contact center policies and procedures leadership skills etc.
• Manage and coach CSR during new hire training process to adhere to NET policy and procedures while documenting performance issues as appropriate.
• Develop and conduct education courses for existing CSRs to help prepare them for advancement roles.
• Conduct post-training monitoring of CSRs multichannel customer contacts and provide feedback.
• Conduct ongoing monitoring of CSRs multichannel customer contacts and provide feedback.
• Create and use trending data from Quality Assurance Operations and other functional areas to create and improve performance; create one-on-one or group trainings to resolve training discrepancies and communicate quality performance internally and to client.
• Evaluate training requirements and establish training agenda goals/completion milestones.
• Participate in and conduct Train the trainer.
• Assist in selection process of potential candidates
• Schedule and facilitate quality calibrations with clients.
• Attend client meetings as required.
• Assist in development of client Quarterly Business Reviews.
• Work with team to develop and facilitate motivational activities for CSRs.
• Provide assistance in developing cross-departmental training materials and SOPs as required.
• Responsible for branding of documents and management of document branding.
• Monitors CSR calls/contacts and review for accuracy of information and handling standards
• Verifies CSR are providing accurate solutions to customers
• Records evaluations utilizing departmental quality and monitoring processes
• Prepares and analyzes quality reports for issues trends and proactively identifying opportunities for improvement and success
• Actively participates in the design and quality monitoring processes and procedures
• Creates and maintains a positive customer relationship including problem-solving/resolution interfacing with others and establishing new relationships

• Provides timely and efficient feedback on all contact quality
• Maintain professional composure during collaboration sessions and other client interactions
• Research required information and resolve inquiries using available resources
• Actively engage in handling/making program-related phone calls to gain firsthand insight into processes policies and client needs. This hands-on experience will help deepen your familiarity with the program and improve your ability to provide accurate and effective support.
• Perform other duties as assigned.

Skills

• Excellent verbal written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Must be able to work well under pressure and meet deadlines.
• Focus on quality and customer service.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability writing proficiency and visual graphics design ability.
• Ability to multitask and successfully operate in a fast-paced start-up team environment.
• Must be flexible and adapt well to change and successfully set and adjust priorities as needed.
• Strong facilitation/communication skills.
• Excellent documentation skills.
• Ability to maintain professional composure at all times.

Experience

• 2-3 years contact center experience.
• 1-2 years quality assurance experience in a call center preferred.
• 2-3 years of prior adult training or teaching experience preferred.
• 3 years training development experience preferred.

Compensation

North End Teleservices will offer a comprehensive pay and benefits package.

Required Experience:

Unclear Seniority