Contact Center Quality Associate

About the role

Responsible for reviewing and auditing telephone interactions between contact center representatives and customers in a variety of center departments (credit, account services, sales, sales support, and Peachtree) to ensure the highest level of customer service is being provided.

Nature and Scope: Refers complex, unusual problems to supervisor. Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.

Work Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in the same position or standing/walking and/or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds). Typically requires overnight travel less than 10% of the time.

Responsibilities

• Monitors and evaluates inbound and outbound calls in accordance with business policy regarding call quality standards
• Provides feedback to agents on call performance
• Provides advice and guidance based on audit findings, and delivers performance feedback to associates
• Provides feedback and evaluation to department management, as well as the Training & Development team regarding trends and variances of established quality guidelines, policies, and procedures
• Supports additional projects, reporting, and initiatives within Quality Assurance; provides additional contact center operations support; and collaborates with Training & Development team as necessary to achieve organizational objectives
• Prepares and analyzes internal and external quality reports for management review
• Conducts special projects or tasks as assigned

Requirements

HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Pay

Pay Range $16.50-$19.00 Hourly. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors. (CA, CO, CT, D.C., DE, HI, IL, MA, MD, ME, MN, NJ, NV, NY, OH, RI, VA, VT, and WA law requires the posting of the potential salary range for advertised jobs.)

Benefits

• Medical (with Prescription drug coverage)
• Dental
• Vision plans
• Health care and Dependent Care FSA (as applicable)
• 401(K) with company match
• Paid Holiday, Vacation, Personal Time, and Wellness Day
• Paid Sick Time
• Life and Accidental Death & Dismemberment Insurance
• Short and Long-term Disability Insurance
• Critical Illness Insurance
• Accident Insurance
• Whole Life insurance
• Commuter Benefits
• Tuition Reimbursement
• Employee Assistance Program
• Adoption and Surrogacy Assistance