Customer Care Quality Assurance

Essential Function

Employee holds the primary function of monitoring live and recorded calls ensuring quality standards are being met.

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Primary Duties

• Monitors both live and recorded calls and other various forms of customer communications across multiple platforms; uses evaluation forms to ensure quality standards company policies and department policies/procedures are being met.
• Evaluates data completes associate reports and follows up as requested for ongoing performance issues
• Conducts coaching sessions with associates to review trending topics.
• Assists with special projects and performs additional duties as directed by a member of the leadership team.

Knowledge Skills and Abilities

• High school diploma or GED

• 2 years experience in customer service support center environment retail environment or other similar industry; or 2 years with the company

• Prior quality assurance experience preferred.

• Working knowledge of Microsoft Office applications

• 10 key by touch

• Knowledge of principles and processes for providing an exceptional customer experience

• Able to work a flexible schedule including varied shifts that may include eveningsweekends and holidays

Competencies / Attributes

• Exceptional listening and analytical skills

• Excellent communication and interpersonal skills

• Professional demeanor with the ability to maintain confidential information.

• Ability to achieve and maintain departmental standards policies and procedures.

• Capable to work independently and prioritize tasks with a high level of detail.

• Excellent telephone etiquette

• Strong knowledge of Customer Care practices

Working Conditions /Physical Requirements

The work is sedentary. Typically the employee may sit comfortably to do the work. However there may be some walking; standing; bending; carrying of light items such as papers files books small parts; driving an automobile etc. No special physical demands are required to perform the work.

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices meeting and training rooms libraries and residences or commercial vehicles e.g. use of safe work practices with office equipment avoidance of trips and falls observance of fire regulations and traffic signals etc. The work area is adequately lighted heated and ventilated.

We offer a competitive salary and outstanding benefits package that includes medical dental vision life Insurance paid vacation and sick days paid holidays tuition reimbursement and 401(k) with company addition associates of SBH may take advantage of ourin house salon with complementary services and a varied selection of food options at our corporate campus. Also featured at our corporate campus is both a Sally Beauty and CosmoProf Professional onsite store where associate.