Vacancy expired!
What You Will Do
- Monitor inbound contacts and score CSA performance against established quality guidelines
- Supports team by providing multiple channel CS quality reviews.
- Providing accurate and timely reports to multiple departments, individuals and teams.
- Conducts deep dives to identify best practices and areas of opportunity.
- Shares process improvement ideas based on data analysis and review.
- Create and maintain process documentation on an ongoing basis.
- 3-4+ years of contact center experience
- 2+ years auditing or Quality assurance experience in a call center environment
- Excellent Verbal, written and interpersonal communication skills
- Strong working knowledge of transaction monitoring support systems and Metrics tracking
- Strong Analytical skills and working knowledge of MS Office with a focus on Excel Toolsets
- Ability to interpret & Analyze data
- Ability to provide actionable data for process improvements
- Excellent Coaching Skills & Experience with Client Interactions
- Experience in spearheading Process and performance improvement initiatives
- MS Excel Statistical Tool experience
- Experienced in Tech Support QA
- Prolonged periods of remaining stationary at a desk and working on a computer
- Must be able to lift to 15 lbs., as needed
- Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
- Occasionally required to bend, kneel, crouch, and reach overhead.
- Hand-eye coordination necessary to operate computers and various pieces of office equipment.
- Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.
Vacancy expired!