This position is only open for internal employees.
Group O's Marketing Solutions division is searching for a Quality Assurance Specialist to join its Call Center Quality team.
Responsibilities of this position include, but are not limited to:
-Monitor (listens, review, score) and coach all call center agents via live and recorded calls, a MINIMUM of 150 calls per week.
-Facilitate Continuous Quality Improvement sessions / develops action plan with agents/ATS's when needed.
-Identifies Call Drivers and trends and reports to Training/Quality Manager and CC Director.
-Coaches agents with high metrics and creates action plan, and provides follow-ups and feedback to agent and supervisor.
-Will take agent and escalation calls, as assigned.
-Facilitate portions of training for call center
-Additional duties as assigned.
Qualifications and Requirements:
-Must demonstrate proficiency in Microsoft Excel, Outlook and Word applications.
-Must demonstrate solid communication skills - verbal and written.
-Excellent organization/prioritization skills.
-Solid problem-solving and decision-making skills.
-Must have ability to quickly learn and adapt to processes, system functionality
-Comfortable presenting information in front of large and small groups.
-This position has direct contact with our client contacts as it relates to call reviews, trends, etc
-Ability to provide professional, constructive feedback in a one-on-one setting for coaching initiatives.
-At least 90 days of all major client program knowledge.
-Able to sit for long periods at a time, completely repetitive tasks.
-Must have current attendance average of 95% or above, and/or 100% in the past 30 days.
-Must have a QA average of 95% or above.
-High school diploma or equivalent.
-At least 90 days of client program knowledge.
Group O - 18 months ago
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