Call Center Quality Assurance Agent
CSC - Fort Worth, TX

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Job Title

:

Call Center Quality Assurance Agent

Requisition ID

:

1200PTT

Job Category

:

Account Service Management

Primary Location

:

USA-TX: TEXAS-FORT WORTH

Schedule

:

Full-time

Remote Work Authorized

:

No

Relocation Assistance

:

Not Available

Travel

:

No

Clearance Level

:

Public Trust

Job Posting

:

Dec 11, 2012, 1:01:44 PM

Description

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.

Qualifications

**Schedule for this position is Saturday/Sunday 8:30am-7:30pm and Monday/Tuesday 12:00pm-11:00pm**

Basic Qualifications

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

Other Qualifications

Analytical and problem solving skills

Good interpersonal skills to interact with customers and team members

Organization and time management skills

Communication skills

Ability to work in a team environment

CSC is an Equal Opportunity Employer M/F/D/V

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For over 50 years, CSC has been a leader in the global IT industry.  Early on, we were instrumental in the rise of the U.S. space...