QC Specialist Customer Service
Job Summary
Samples calls, compiles, and analyzes data to determine compliance with quality, production, and performance standards. Develops, prepares, maintains, and distributes reports for productivity and quality control. Provides regularly scheduled coaching and feedback to Customer Service Representatives regarding quality and compliance for the reviewed calls. Identifies, analyzes, and recommends process and/or operational improvements to enhance compliance and quality of customer interactions. Partners with trainers, supervisors, and Customer Service management on training initiatives of the Customer Service department. Verifies that department documentation is current and supports quality guidelines. Performs other related assigned duties as assigned.
Minimum Requirements
- An associate's degree, technical, vocational, or business school with coursework in business administration
- Two years' work experience in a customer service environment
- Advanced knowledge of word processing and spreadsheets
- Able to identify weaknesses in process changes that may affect quality
- Resolves complex problems and uses latitude for independent judgment
- Effective verbal and written communication skills and organizational skills
- Able to collaborate effectively
- Able to handle multiple projects and deadlines
- Recommends improvements to increase quality and efficiency
- Experience with monitoring calls and providing feedback preferred
Pay
$25-$26/hour