APAC Customer Services, Inc., an EGS Company, is a leading provider of customer interaction solutions for market leaders in communications, financial services, insurance, healthcare, logistics and travel and hospitality. APAC partners with its clients to deliver custom solutions that enhance bottom line performance. Founded in 1973 the company employs a diverse global workforce in several customer interaction centers worldwide.
Evaluate, document, and report the quality of C/TSR customer interactions through call and transaction monitoring. Provide specific feedback to Team Leaders and management regarding C/TSR performance. Recommend corrective action to address quality issues and ensure compliance with quality standards. Participate in internal/external calibrations to ensure thorough understanding of client requirements.
Essential Duties and Responsibilities:
Conduct quality-related reviews of C/TSR performance, evaluating against client and internal quality standards to ensure proper call handling, transaction handling and sales skills are utilized daily. This includes call monitoring, review/analysis of data entry/transactions processed, and review/analysis of any other performance metric that may impact quality (i.e. AHT, ASA, etc.) Scale volume of quality reviews for each C/TSR based on level of performance. Document all observations thoroughly. Provide specific feedback to Team Leaders and management regarding C/TSR areas of opportunity. Support Team Leaders in their coaching efforts and provide coaching assistance as needed.
Analyze quality performance and recommend corrective action to address quality issues and ensure compliance with quality standards. Partner with training department to address knowledge/skill gaps identified and provide training as appropriate.
Participate in client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence. Facilitate sessions as appropriate. Participate in internal calibration sessions to ensure Team Leaders have thorough understanding of client requirements and standards of excellence. Facilitate sessions as appropriate.
Ensure Team Leader adherence to monitoring requirements through inspection and spot checks. Track, analyze, and communicate results of quality initiatives to management. Offer suggestions to management for improving quality on programs. Maintain observation forms and call center monitoring database.
Take/make calls regularly to assist program ratio requirements and maintain personal knowledge of program(s).
As applicable, may participate and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.
High school diploma or equivalent required; Associate's Degree preferred.
At least 1 year experience in a call center environment required; 6 months experience in a quality-related role preferred. Must show demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
Skills, Knowledge, & Abilities:
Excellent listening and problem-solving skills. Ability to remain objective, especially when coaching others. Strong interpersonal and communication skills with all levels. Detail oriented. Ability to objectively quantify performance against standards; ability to identify performance gaps and determine corrective action. Strong organization and time management skills. Proficient with Microsoft Office Applications (Excel, Word).
We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.
We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws.
Call Center Quality Assurance
Phoenix, AZ- N. 29th Ave.
20401 North 29th Avenue
High School Diploma/GED/CXC (±11 years)
APAC Customer Services - 19 months ago
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