What are the responsibilities and job description for the Quality Specialist - Call Center position at Rose International?
candidate will be needed to work on-site on a Hybrid schedule : 3-5 days / month
Potential on Wednesday and Thursday.
Subject to change based on business needs).
Monday- Friday 7 AM-5 PM (shifts must be between these hours).
Candidate needs to be available to work OT during the week or on weekends and Holidays (except for Thanksgiving or Christmas day).
Required 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.
Automotive finance experience preferred
Work collaboratively with team members
Meet regular performance expectations
Strong written communication skills
Must have functional high speed internet connection that will facilitate working from home.
Education - Minimum High School
Preferred Skills
Bilingual : Spanish
Working knowledge of recording platform (e.g. NICE) is a plus.
Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within TFS / 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.
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.
Only those lawfully authorized to work in the designated country associated with the position will be considered.
Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.
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