What are the responsibilities and job description for the Quality Control Analyst position at TESTEQUITY HISCO GROUP?
Job Details
Description
Summary / Position Purpose:
The Quality Control Agent ensures that all processes within a department meet a consistent standard of performance (SOP). The QCA defines and implements one unified SOP to ensure the company's/departments service levels are met, and inspects at various stages in the customer experience and writes reports on their findings to take action where needed. The QCA is thorough and observant with an eye for detail.
Essential Duties, Functions and/or Responsibilities:
- Leads a team of contact center agents responsible for the day-to-day operations.
- Answer agent questions regarding best practices or difficult customer interactions.
- Monitor and evaluate team performance, and reporting on specified metrics.
- Communicate expectations, assignments, and responsibilities to agent team members.
- Ensure agents understand and comply with all call center objectives, performance standards, and policies.
- Identify performance related issues and develop an action plan for improvement.
- Develop team members to support the contact center department through managing first contact of customer interactions on chats and escalating interactions to the NJ team.
- Prepare reports and analyze data to assist the Contact Center Manager in determining call center goals.
- Act as a backup/coverage agent when needed.
- Stay current on internal work processes, policies, and procedures.
- Indirectly responsible for product quality.
- Additional tasks and duties as assigned.
Qualifications
Education and/or Work Experience Requirements:
- High school diploma or equivalent, associates/bachelor degree in related field preferred, but not required.
- Experience required in a contact/call center environment, with customer service experience in a lead or supervisory role with a focus on coaching teams to support department goals.
- Understanding of company products, policies, and services.
- Effective communication skills, both verbal and written with the ability to interact with customers and team members.
- Ability to create and maintain reports utilizing MS Office tools. (Excel, Word, PPT)
- Experience with customer relationship management (CRM) software a plus.
- Excellent organizational skills required.
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary : $25 - $30
