QC Specialist Customer Service

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Number of Positions:

Location:

Location Specifics:

Job Summary:

• Samples calls, compiles, and analyzes data to determine compliance with quality, production, and performance standards and 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.

• Perform other related assigned duties as assigned.

Minimum Requirements:

• Position requires an associate's degree, technical, vocational, or business school with coursework in business administration and two years' work experience in a customer service environment. Will accept any suitable combination of education, training, or experience.

• Advanced knowledge of word processing and spreadsheets; ability to identify weaknesses in process changes that may affect quality; resolve complex problems and uses latitude for independent judgment; effective verbal and written communication skills and organizational skills; ability to collaborate effectively; ability to handle multiple projects and deadlines; recommends improvements to increase quality and efficiency. Experience with monitoring calls and providing feedback preferred.

Pay Rate: $25-$26/hour

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.