Quality Assurance Specialist Allconnect
THIS JOB HAS EXPIRED Salary Range:$35,000 - $40,000
Benefits:Full benefits: Medical, Dental, Vision, 401k, Tuition Reimbursement, ect!
Employment Type:Full Time
Description:The Quality Specialist will be a member of the Quality Assurance team, projecting a professional image and model of excellence in Quality Assurance performance, and will be responsible for assisting the contact center management in improving and maintaining high Quality Assurance/Customer Excellence performance standards by: assisting the Training & Development department in the training of the Quality Assurance curriculum, assisting contact center leaders in individual performance coaching, and, reviewing calls with center leaders, service providers, and utility partners.
The specialist will be required to continue to process Sales calls on a less than fulltime basis.
The specialist will represent Allconnect and the QA Dept. by attending quality calibration sessions with Allconnect business partners as needed dictated by business needs.
The specialist will assist team members in the investigation and resolution of call center evaluation disputes and appeals.
The specialist will perform periodic coaching sessions, to include follow-up coaching sessions, and conduct additional advanced coaching sessions for lower performers as needed.
The specialist will perform periodic consultation sessions with contact center leaders in an effort to assist leaders with individual performance reporting and coaching.
The specialist will be required to produce periodic analyses and reports on performance at the team and individual agent level, and must be capable of reporting up to mid-level and senior-level leaders.
The specialist will be required to perform coaching session, to include follow-up coaching sessions, and conduct additional advanced coaching sessions for lower performers as needed.
The specialist will be required to assist the corporate trainer by utilizing adult learning principles and corporate training strategies when training the Quality Assurance curriculum to new hire employees.
Provide QA subject matter expertise upon request to the Business Development, Sales Operations, Customer Care, and Marketing organizations.
The specialist will assist in the administration of the QA Rewards & Recognition Program.
Identify and provide sample calls for partner review, training needs, or ad-hock requests.
Other Job duties/tasks as assigned.
Bachelors degree (BS or BA) required or comparable amount of relevant experience
Applicant should possess basic presentation and/or public speaking skills.
One or more years of experience with conducting statistical analysis and quality assurance monitoring, coaching in a contact center environment.
Must be able to serve as a model of Excellence in Quality Assurance Performance.
Proven ability to produce statistical reports/analysis; will be required to provide work samples
Proficient with Microsoft Word, Excel, PowerPoint, Outlook, and Internet Applications
Knowledge and experience of common Quality Assurance concepts and practices
||Lexington, KY |
THIS JOB HAS EXPIRED