Customer Service Quality Assurance Specialist

Definition and Examples of Work

• Monitor and evaluate the quality of inbound customer communications throughout contact channels, including phone, email, retail, and chat. Report team and department evaluations to leadership.
• Provide and assess trend analysis across all criteria and channels to recommend training needs based on results.
• Work with training to maintain and update all existing Standard Operating Procedures (SOP) to include revision tracking for all internal procedures.
• Evaluate and test new or modified back-office systems, software programs, and development procedures to ensure they function according to user requirements and comply with establishment guidelines.
• Writes documentation to describe program evaluation, testing, and correction. Works closely with IT, training and department leadership to ensure smooth transition into updated system.
• Handles inbound customer inquiries through phone, email and retail channels to monitor evolving customer trends and demands.
• Prepare daily/weekly/monthly adhoc reports and distribute to leadership when applicable.
• Additional duties may be assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including obtaining and providing input and problem solving with others to complete tasks. Most assigned duties are consistent from day to day with input from the employee to arrange tasks for completion. May assign tasks to others and provide formal and informal training and coaching to others. Problem solving requires industry knowledge. Negotiation and persuasion are used with internal and external customers and vendors daily. Decision making is typically done independently within established company guidelines in regard to write-offs, waiver of charges, or contractual commitments. Successful completion of job tasks may impact customer satisfaction, external company image, and operating costs.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily works in office environment while using computers and related peripherals and other office equipment.
• Occasional work in warehouse-like environment.

QUALIFICATION

Required Knowledge, Skills and Abilities

• Good listening skills with the ability to process information quickly to make recommendations or propose solutions to a customer's needs or problems.
• Ability to use consistent good judgment when answering customer questions and complaints.
• Ability to achieve and maintain departmental performance standards.
• Ability to empathize with a customer's experience while providing clear resolution.
• Ability to retain information while performing transactions without writing it down, e.g., credit card numbers.
• Ability to conduct research in a way to identify and collect necessary data and on occasion use data to make recommendations.
• Strong attention to detail.
• Clear written and verbal communication.
• Must maintain privacy and the security of customer information and the KTA according to provided guidelines.
• Proficient use of Microsoft Windows operating system, Microsoft Office programs including Outlook, Word, and Excel, and other computer programs such as GUI, AS400, and CUS IOP hub dispute tool.

Preferred Knowledge, Skills and Abilities

• Bilingual (Spanish)
• Related college courses.

Required Education and Experience

• High school diploma or equivalent.
• Three years of experience in call center quality measurements.
• Three years of experience in customer service or public service field.

Certification, License, Registration

• Valid driver's license.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit (or stand) for long periods of time (continuous)
• Must be able to stand for periods of time.
• Frequent walking, bending, twisting, turning, kneeling, squatting, and reaching overhead.
• Must be able to see up close to be able to visualize computer screen (continuous)
• Must be able to hear the customer, including assessing their tone/demeanor (continuous)
• Occasional kneeling, squatting and reaching overhead occurs.
• Must frequently climb or balance on stairs or a ladder.
• Must lift or carry up to 25 pounds frequently, occasionally lift, push or pull up to 50 pounds.

Other Requirements

• May work occasional overtime to accommodate work volume.
• Must pass background check.
• Must pass credit check.
• Work schedules may be adjusted to meet customer service demands.