US Telecommunications - Flex QA Alpine Access
THIS JOB HAS EXPIRED Before applying please consider the following:
- Application must be accompanied by your TL?s recommendation
- Currently on the Sprint Program
- Meeting or exceeding program metrics
- Have an 85% or higher schedule adherence
- Must be flexible to work evenings and weekends
General Purpose of the Position:
The QA Specialist will monitor and provide feedback to Agents to increase Key Performance Metrics, and monitor calls for Agent certification. The QA Specialist captures and analyzes data that drives performance, training, outcome measurements, operations and technology requirements and provides feedback to all levels of staff. This professional will also identify gaps in product or service function knowledge and provide timely feedback to the QA Team Lead and the trainer for coaching and training development. In addition, this position will participate in business partner listening programs to identify needs and expectations, design and execute the call monitoring quality excellence program, and collaboratively participate in design of evaluation forms. The QA Specialist may also be responsible for supporting Agents in the chat room environment.
Essential Duties and Responsibilities:
? Supports the mission of the Program Account and the quality standards outlined in the QA process.
? Excellent product/process knowledge and the ability to consistently develop that knowledge.
? Strong leadership skills. Inspires and motivates others to perform well.
? Accepts feedback from others and gives appropriate recognition to others.
? Educates Agents on proper processes
? Displays original thinking and creativity. Looks for ways to improve and
promote quality. Generates suggestions for improving workflow.
? The ability to communicate effectively with program management and supporting departments.
? Excellent listening skills. Demonstrated ability to coach and mentor
? Demonstrated technical competency with call center software and reporting
tools or similar applications strongly preferred.
? Contributes to building a positive team spirit, able to build morale and
group commitments to goals and objectives.
? Strong analytic skills and experience with data synthesis, spreadsheets with
formula development, and data presentation.
? Demonstrated proficiency with personal computers and use of Microsoft
software suite (Word, Excel, and PowerPoint).
? Excellent verbal and written communication skills and experience communicating
with internal and external customers.
? Support Agents with the help of their Team Leader and/or Account Manager, if they are struggling with their employment at Alpine Access.
? Will be responsible for reporting any trends or problems observed with products, procedures and systems, and tracking certification and other key performance metrics
? Completes accurate and timely shift reports highlighting key metrics, key achievements, and areas of concern
? Excellent interpersonal skills. Maintains confidentiality. Uses tact and treats all levels with respect and consideration. Open to others? ideas and willing to try new things.
? Must have excellent Time Management and be a self-starter
? Ability to analyze data
? Basic understanding of call center dynamics, including staffing, queues, and performance measurements
? Outstanding schedule adherence is a must
? Pragmatic approach to problem solving
? Quick thinking
? Results and solutions oriented
? Excellent organizational and administrative skills.
? Call Center experience prior to Alpine Access or HR / Employee Relations experience
Education and Background Requirements:
? High School Degree
? Associates or Bachelor?s degree preferred
? Must have Microsoft Excel, Word and PowerPoint on Personal Computer
? Good typing and data entry skills are needed.
? Ability to navigate between multiple browsers
? Ability to multi-task several projects
? Proficient in Microsoft Excel
? Customer service experience
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED