Quality Assurance Specialist (Customer Service) GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Wal-Mart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
We empower our employees to deliver exceptional service on a daily basis. We do this by creating, managing, and training the GreatCall culture across the organization. We translate our company?s vision into applicable knowledge and actionable behaviors that are consistent and aligned for all of our business partners. Our ongoing training, coaching and development offer empowerment that leads to job satisfaction, a team orientation and greater pride in our organization.
About the Job
As a Quality Assurance Specialist, you will be a key member of the Quality Assurance Department in our Call Center, with a focus on Quality Assurance and customer satisfaction. This role includes monitoring and evaluating all customer call interactions in a variety of our Call Center departments including Customer Service, Sales, Technical Support, Financial Services, and Emergency Protocol, to assure consistency amongst agents and a continually improved customer experience. You will assure adherence to consistent service expectations and process standards, as well as provide ongoing feedback to key organizational partners on customer satisfaction and customer perception.
Monitor, evaluate, and score inbound and outbound calls according to GreatCall?s defined internal standards.
Research account histories and call records to identify rationale for variances and inconsistencies in policy adoption among call center representatives.
Provide feedback and evaluation to QA leadership regarding trends in variances of established policies/processes.
Assist QA leadership in making recommendations for training topics for call center agents.
Recommend process and policy improvements to reduce costs and inefficiencies.
Support additional special projects, reporting, and initiatives of the QA team as necessary to achieve department objectives.
Education: Minimum High School Diploma
Minimum of 1 year of call center related experience
Proficiency in Microsoft Excel and Word
Process oriented and able to follow established guidelines
Ability to write clearly and succinctly for a variety of audiences and purposes
Ability to listen effectively and present data to assure understanding in different formats to varied audiences
Education: Associate?s Degree in Business or related field
Proficiency using call and/or video monitoring systems (i.e. Oaysis, Nice, Witness or similar system)
Experience in a Quality Assurance auditor role
A clear understanding of processes and procedures for Direct Sales, Technical Support, Customer Service, Financial Services, and/or Emergency Protocol
Experience working in an environment with specific regulatory or compliance guidelines (i.e. HIPAA/CPNI)
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
||Carlsbad, CA |
THIS JOB HAS EXPIRED