Vacancy expired!
ADP is hiring a ESC Quality Analyst I. In this position you will work on the objectives of this position which are threefold. The primary duty is to Quality Monitor Customer Service Representatives, to insure accurate information is given in a professional and timely manner and in accordance with ADP COBRA Services guidelines.
Provide feedback to the CSR, Team Leaders, and Management Staff regarding patterns in workflow or any additional training issues. Each day meet with a CSR who has been monitored and supportively share findings.At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
RESPONSIBILITIES:
- QA Customer Service Representatives. Regularly conduct call and email observations; report compliance with quality measures
- Coach and assist in the development of team members to strengthen individual and departmental goals.
- Serves as a conduit to keep Department Manager and Director abreast of any improvements, challenges that either positively or negatively affect Customer Service.
- Assist Customer Service Representatives with inquiries, education and support.
- Be proactive and act, as needed to assist all members of the Customer Service Department.
- Accept additional duties and responsibilities as delegated by higher levels of management.
- Performs other related duties as assigned.
- Minimum 3 years experience in a customer service or call center environment preferably in the benefits, financial services or insurance service arena with a proven proficiency in resolving customer problems.
- Years of Directly Related Experience
Vacancy expired!