ABOUT THE JOB
Quality Assurance (QA) aims to ensure that the product or service an organization provides is fit for purpose and meets both external and internal requirements, including legal compliance and customer expectations. The ideal candidate is people-centric, has great communication and organizational skills. This person is analytical and a researcher. Public speaking and training skills are required. Where appropriate, the quality assurance representative advises on changes and their implementation and provides training, tools and techniques to enable others to achieve quality. As a Quality Assurance representative, you are the driving force behind exceptional customer service across all customer segments. You will have the opportunity to maintain resources that guide an incredible team of support agents with a passion for creating amazing customer experiences.
KEY JOB RESPONSIBILITIES:
Be a go-to person for the team when the team has questions, issues, and concerns. Partners and collaborates across the organization developing professional, productive, and trustworthy relationships. Guarantee the objectivity of the QA evaluation process. Monitors agent responses and phone calls to assess demeanor, technical accuracy, customer service performance, and conformity to policies and procedures. Drive results toward great-sounding interactions by engaging, motivating, and providing constructive feedback. Participates in quality calibration sessions with management and the teams. Track key quality assurance metrics for improvement strategies. Complete the required number of evaluations required. Update all reports regarding the evaluation process, and report any inconsistencies with the quality monitoring tool. Report any evaluation that was identified as a “Fatal Error” immediately. Implement and ensure compliance with the company’s policies on customer service quality. Engage in customer listening to identify customer pain points and expectations.
EDUCATION AND EXPERIENCE:
Minimum 6 months customer service experience required (ex. receptionist, community service, retail, front end restaurant, telemarketing, etc.); High School diploma or GED equivalent required; Amazing customer support presence (people can hear you smiling); Must be able to type a minimum of 40 WPM; Basic computer knowledge; Ability to navigate multiple screens; Proven ability to work as a member of a team is required; Must be able to speak and read English clearly, professionally and fluently; Proven oral & written communication skills; Experience using computers, phones and apps.
Training and Development
Why CustomerHD BPO? -Paid on time, EVERY TIME! -Daily training cash bonus for the first week -Full Rate Paid Training -On-site food shop with discounted rates -Complimentary Breakfast & Lunch on Your First Day -Stipend for home internet and trave... Read More
