Call Center- Quality Specialist

JOB ID: TYA1363601

Job Title: Call Center- Quality Specialist.
Location: Chandler, AZ
Duration: 05 Months

Company Background:
Our client, a major employer in the area, is looking for a Call center- Quality Specialist to be part of its team in its North American operations.

Job Description:.
Quality Specialist Job Description
Who we're looking for:
Client's Quality Assurance Team is looking for a passionate and highly motivated Quality Specialist.
The primary responsibility of this role is to perform a review of the quality and accuracy of work functions performed by call center and/or external business partner team members.
Reporting to the Quality Assurance Supervisor, the person in this role will support Quality and Compliance objectives.

What you'll be doing

• Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
• Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
• Leverage recording/monitoring application to compile data, generating reports to support business goals
• Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within CLIENT / PL call centers and their corresponding external business partners. The observations from which are used to develop performance trending while identifying performance gaps. Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.

Essential Job Functions:

• Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
• Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
• Leverage recording/monitoring application to compile data, generating reports to support business goals.

The following functions/accountabilities are essential for all jobs :

• Work collaboratively with team members
• Meet regular performance expectations

Requirements:
Client is looking for individuals with strong business sense and practical expertise. Successful candidates should have :

• Strong written communication skills
• Strong attention to detail and organizational skills are required
• Knowledge of Microsoft Office applications (Word, Excel, etc.)
• Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
• Ability to maintain regular and predictable attendance to support team and business objectives.
• Capability to work flexible hours, which may include day, evening and weekend hours.
• Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
• Attendance and Punctuality are essential for this position
• Must have functional high speed internet connection that will facilitate working from home.

Preferred Skills

• Bilingual: Spanish
• Working knowledge of recording platform (e.g. NICE) is a plus.
• Automotive finance experience preferred.