DoverStaffing is currently seeking a professional Call Center Violations Quality Auditor for our client in the downtown Atlanta, GA area. This is a long-term temporary assignment in the Quality Assurance and Training department.
Pay rate : $19.00 hourly
The Quality Auditor will report to the Quality Assurance & Training Manager under general supervision while ensuring that Customer Service Center agents are providing quality service according to the Authority's quality program, standards, and goals.
Job Responsibilities and Performance Standards
1) Gathers, compiles, and analyzes data.
- Performs call monitoring utilizing quality program, metrics & database.
- Collaborates with team members during quality calibrations.
- Reviews processed license plates utilizing quality program, metrics, and database.
- Reviews processed emails utilizing quality program, metrics, and database.
- Reviews processed batch work utilizing quality program, metrics, and database.
- Assists with reporting and data collection / analysis.
- Confers with team members to resolve problems quickly.
2) Provides backup support for training, Customer Service and analytical areas
when needed.
Assists with material preparations for formal & informal training.Provides one-on-one coaching and training.3) Communicates with all authority personnel and customers professionally.
4) Provides clear and accurate information when explaining procedures or
recommendations.
5) Maintains a consistent, high quality, customer-focused orientation when
conducting business.
Treats customers with respect, courtesy, and tact; listens to customer and interacts with customer as a person while maintaining business relationship.Communicating with customers and obtains all required information necessary to determine and address their specific needs; tactfully explains why if service cannot be provided.Provides clear, accurate information; explains procedures or materials or provides supplemental information; anticipates problems and questions.6) Maintains a high level of job skills by attending and completing various
seminars and training.
Plans appropriate personal training needs with supervisor in a timely manner.Attends and completes training plan courses and seminars according to established schedule and availability of courses.Reads and reviews appropriate professional periodicals and technical manuals to maintain current professional / technical knowledge.Maintains knowledge of current trends and developments in the field.Attends internal and external educational programs and professional meeting as available for continuing professional education.Attends regular meetings of any available and applicable professional organizations.Reads and evaluates professional literature on a continual basis, translates complex or technical information into a format that can be understood by others, and distributes as needed.Incorporates knowledge of pertinent new trends and developments into section policies and procedures and makes recommendations for any related organizational changes.7) Performs other duties assigned by Management.
Minimum Qualifications :
The ideal candidate will have three (3) to five (5) years of experience as a QA Auditor or an equivalent position.
Call Center background with strong customer service orientation. Detailed ability to multi-task and meet / set deadlines. Work independently and in a team setting.Adept at problem solving and able to prioritize task. Proficient in Microsoft Office Suite, including Excel.Highly developed sense of integrity and commitment to operational excellence.Experience in customer service setting communicating information. Ability to work onsite and remote as well as independently in a fast-paced environment. Exceptionally organized. Applicants must core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.Preferred Qualifications :
Completion of a bachelor's degree from an accredited college or university AND three (3) to five (5) years relevant experience.Demonstrated prior work results in the ability to work in a high-performance environment.Excellent organizational, planning, problem solving, and project management skills. Prior work in the tolling or transportation industry.Experience :
Back-end Call Center : 4 years (Preferred)Data reporting : 3 years (Preferred)Data Analysis and Research : 3 years (Preferred)MS Excel : 3 years (Preferred)Learn More
Salary : $19
