What are the responsibilities and job description for the Quality Assurance Specialist - CX position at Percepta?
Job Description
Job Description
Requisition Title : Quality Assurance Specialist - CX (041LT)
US-FL- MelbourneDescription
Quality Assurance Specialist
At Percepta, we bring first-class service across each market we support. As a Quality Assurance Specialist in Melbourne, FL , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture
What You’ll Be Doing
The Quality Specialist is responsible for monitoring and evaluating representatives in an innovative new program. The emphasis is on building an environment that is supportive of Best-in-Class customer centric culture and ensures the programs and representatives incorporate our core values into their daily job responsibilities. This includes monitoring interactions with clients, coaching (if applicable for program), and tracking the measurable delivery of quality service and care to ensure client and program standards are maintained or exceeded. Also, supporting Abay, meeting attendance (as needed), meeting / exceeding the monthly expectation for operations support and special assignments as assigned.
During a Typical Day, You’ll
- Promote teamwork and help develop a premier culture within the department and throughout the program that is founded upon exceptional customer service
- Actively work towards QA Department goals and implementation of processes
- As required, participate in calibration sessions and meetings with Training and Operations
- Prepare performance evaluations of the Representatives and interactions with clients to help the employees get a better sense of their strengths and opportunities for development
- Evaluate performance in accordance with standards and with the intent of helping our representatives to be Best-in-Class
- Suggest improvements and develop unique ideas to improve the client experience and keep the program second to none
- Monitor live and / or recorded agent interactions with customers to ensure adherence to client and Percepta standards
- Conduct 1-1 coaching sessions with representatives to deliver feedback
- Complete special projects and developmental opportunities
- Participate in any Operational re-current training and departmental meetings to stay abreast of changes within the program
- Quality Specialist will be scheduled to support Operations each month. Responsibilities could include, but are not limited to :
- Contact Handling Time
- Subject Matter Expert duties (Operational and Training)
- Re-current Training Facilitator
- Special Assignments as assigned
- Amend and improve processes as needed
- Facilitate business process definition meetings as needed in support of process management and assist with the implementation of process changes
- Actively involved in own professional development, making suggestions and completing developmental opportunities as assigned.
What You Bring to the Role
o Exceptional customer service
o Automotive industry
o Cutting edge technology
What You Can Expect
A Bit More About Your Role
Percepta provides the equipment for this position.
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect :
Culture of Service - to be treated like you are the customer from day one
Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect – a team that is accountable, dependable and gives you their full attention
Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth - lots of learning opportunities for aspiring minds
Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
