QA/ QC Experience Specialist

Responsibilities

• Setting quality standards for recovery opportunities and ensuring appropriate resolution and documentation
• Aiding teams by educating and providing feedback to the agent and supervisor for coaching purposes
• Monitoring and evaluating customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed
• Setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team
• Monitoring similar quality standards for our customer interactions for the Commercial Dept. and our Level 2 Technical Department; These standards include but are not limited to:
• How the agent greets and engages the customer
• How the agent uses available resources, educates customers on products and services and makes retention efforts when needed
• How the agent demonstrates excellence in phone etiquette (and empathy when necessary) and ends the conversation

Qualifications

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
• Current job performance must meet quality standards
• Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
• Knowledge of current monitoring and quality standards
• Knowledge of VPI software preferred
• Proficiency with Microsoft Windows / Office Programs – Excel
• Strong Communication Skills – Oral and Written
• Strong Organizational Skills / Detail Oriented
• Solid Time Management Skills with the flexibility to work overtime or adjust work schedule as needed
• Ability to learn quickly and possess an open mind to continuous change
• Ability to meet tight deadlines
• Ability to work effectively and professionally as part of a team as well as be an independent worker that is resourceful
• Ability to be self-motivated for continuous improvement