PeopleShare is seeking a Call Center- Quality Assurance and Training Specialist in Princeton, NJ for a growing global emergency services company!

Schedule is Monday- Friday, 8 : 45AM-5PM

Pay Rate : $60,000-$70,000k / year, with full benefits package including Health, 401k, Dental, Vision

Job Responsibilities & Description for Call Center- Quality Assurance and Training Specialist :

• In close collaboration with the operations department, monitor team members’ performance related to the expectations set by the organization through daily call monitoring and review of documented cases.
• Identify trends, issues, and best practices, and take appropriate action as needed.
• In close collaboration with relevant department management and team members, conduct new hire training ensuing new hires are well educated and trained on department policies, processes, expectations and QA goals.
• Maintain and develop internal support and call center quality standards
• Review a subset of support agents’ conversations (calls, emails, chat, etc)
• Assess support interactions based on internal standards
• Discuss and explain feedback with agents in regular meetings
• Analyze all customer service metrics and how the support team’s performance affects those KPIs
• Create strategies to improve support KPIs
• Help agents improve their performance with specific instructions and constant support
• Map the need for training and onboarding programs and initiate these projects
• Monitor customer service performance on the agent and team level
• Create reports that reflect support performance

Job Requirements for Call Center- Quality Assurance and Training Specialist :

• Training & development : 2 years
• Quality assurance : 2 years
• Analytics : 1 year
• Bachelors degree or relevant work experience of 5 years
• Excellent classroom and one on one training skills required.

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Last updated : 2024-06-24