Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time customer support jobs!Deposita, an Allied Universal® Company, is hiring a Workforce Management Quality Assurance Specialist. The Workforce Management Quality Assurance (QA) Specialist is responsible for executing the Workforce Management and day-to-day management of Customer Support Center (CSC). The Workforce Management Quality Assurance Specialist will help develop, create, and implement contact center quality processes and procedures; as well as make recommendations for enhancements to training as needed to enhance the overall client experience.RESPONSIBILITIES:
Perform call monitoring and provide trend data, quality reports, and feedback to CSC Talent Manager
Participate in enforcing and enhancing quality standards
Use monitoring data management system to compile and track performance of CSC representatives
Monitor customer care email responses
Participate in customer and client listening programs to identify customer needs and expectations
Provide actionable data to various internal support groups as needed
Provide feedback to call center team and managers
Provide training to CSC team members for performance improvement and professional development
Collaborate with the workforce management team to ensure optimal staffing levels and efficient scheduling
Monitor schedules in real-time to ensure adherence
Send out reports throughout the day on Service Level Agreement (SLA) achievements
QUALIFICATIONS (MUST HAVE):
High school diploma or equivalent
Minimum of two (2) year of call center experience
Outstanding customer service skills and dedication to providing exceptional customer care
Self-motivated and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Writing proficiency
Adaptability to change and successfully set and adjust priorities as needed
Proficient with Microsoft Office (intermediate Word, basic Excel)
Excellent listening, oral, written, and interpersonal communication skills
Good judgment and decision-making capabilities
Effective time management skills; able to perform in a fast-paced, deadline-oriented environment
Ability to organize, prioritize, and adapt to change
Strong analytical skills with proficiency in Excel
Willingness and ability to learn new software applications
Adept at complex problem-solving, judgment, critical thinking, and decision-making
Highly organized with an emphasis on accuracy and timeliness
Structured thinker with sound attention to detail and accurately follows procedures
Ability to work independently and collaborate in a team environment while juggling occasional time pressures and several tasks simultaneously.
Ability to effectively communicate oral and in writing with internal employees and external vendors/agencies at any experience level while being sensitive to professional ethics
PREFERRED QUALIFICATIONS (NICE TO HAVE):
Able to speak, read, and write the Spanish language fluently
Knowledge or experience with ServiceNow and/or TalkDesk
BENEFITS:
Medical, dental, vision, basic life, AD&D, and disability insurance
Enrollment in our company’s 401(k)plan, subject to eligibility requirements
Eight paid holidays annually, five sick days, and four personal days
Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.
Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.comIf you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.comIf you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .Location: United States-Florida-JupiterJob Category: Administrative