Title: QA Specialist
Location: United States-Colorado-Colorado Springs
Job Number: 13012996
QA Specialist - Call Center Operations
QA Specialists are expected to have a thorough understanding of client specific call and product knowledge requirements and support a culture of coaching to meet or exceed a quality customer experience satisfaction scores. Accountable for collecting, coordinating, evaluating, and providing call data for associates to Team Leads and providing coaching, feedback, and reporting.
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Strong understanding of core values and goals
Great interpersonal skills in dealing with a diverse population
Open, honest, and empathetic manner when dealing with people
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment coupled
with good time management
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Proficient English, both written and verbal
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint)
Experience to include but not limited to:
Strong Presentation Skills
Ability to identify quality issues
Ability to identify what drives customer satisfaction
Call center experience
Customer service experience
Lean Six Sigma knowledge or experience
Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.
May perform one or more of the following: Conducts audits and reviews/analyzes data and documentation
Uses the organization's resources to enhance customer satisfaction
Evaluates improvements to various systems
Ensures that data and information are sufficiently accurate and reliable
All other duties as assigned As a skilled incumbent, completes tasks in resourceful and effective ways. Works on assignments requiring considerable judgment and initiative.
Understands implications of work and makes recommendations for solutions. Determines methods and procedures on new assignments.
May be informal team leader. Typically requires a minimum of 4 - 6 years of related experience.
Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by calling 1-866-419-2226 or by sending an e-mail email@example.com.
Virtual/work from home? No
Xerox Corporation - 21 months ago
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