Call Center Quality Assurance Agent
Account Service Management
USA-TX: TEXAS-FORT WORTH
Remote Work Authorized
Dec 11, 2012, 1:01:44 PM
Essential Job Functions
Supports routine activities of a functional area or of department account leads to ensure that business solution objectives are met. Identifies areas which are not within established guidelines.
Researches basic errors or issues. Assists in performing administrative responsibilities such as entering information into databases, producing simple statistical reports and presentations, and taking notes during meetings to document key activities. Verifies information and revises reports as appropriate.
Enters information of account specific service problems and distributes prioritized work requests.
Distributes communications between lines of service (LOS) and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications. Documents issues indicated from client.
Gathers and enters quality assurance information in accordance with established procedures to ensure quality client service. Produces reports necessary to indicate areas of improvement. Identifies and escalates areas of improvement.
May conduct product inspections to ensure established quality guidelines are adhered to. Indicates possible process improvement.
May coordinate moderately complex tasks for functional team processes and procedures.
Initiates scheduling for functional team escalation of calls and follows through on functional team documentation.
**Schedule for this position is Saturday/Sunday 8:30am-7:30pm and Monday/Tuesday 12:00pm-11:00pm**
High school diploma or G.E.D.
Three or more years of administrative experience
Experience working with the technology industry
Experience working with company products and operating systems
Experience working with help desks and call triaging
Analytical and problem solving skills
Good interpersonal skills to interact with customers and team members
Organization and time management skills
Ability to work in a team environment
CSC is an Equal Opportunity Employer M/F/D/V
CSC - 2 years ago
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