What are the responsibilities and job description for the Quality Assurance Specialist position at Sight & Sound Brand?
Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.
The Quality Assurance Specialist ensures accuracy of information, efficiency and quality of delivery by monitoring and scoring phone calls within the Contact Center.
Essential Duties and Responsibilities:
- Ensure guests are daily experiencing a level of service that exceeds their expectations, consistently represents the mission of Sight & Sound, communicates intentional care for their needs, and delivers attention to detail.
- Evaluate Contact Center personnel by using internal tools; provide quality ratings and identify training needs.
- Promote an atmosphere of distinct excellence in service to prospective guests by demonstrating, coaching and providing regular feedback to members of the Contact Center team.
- Remain current with the Reservation Policy handbook, Contact Center metrics and professional and technical knowledge of operating systems.
- Be a key player in Contact Center profitability and optimization by assisting Contact Center Leadership in call strategies, call reporting and quality assurance.
Prerequisites:
- Excellent communication and organizational skills with a high attention to detail.
- Ability to discreetly handle confidential information.
- Excellent interpersonal skills contributing to a positive work environment. Ability to remain calm and rational under pressure and meet deadlines in a fast-paced environment.
- Must be self-motivated and able to work with limited supervision.
- Strong computer skills and demonstrate the ability to implement and develop change.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
