Contact Center Quality Representative Jobs

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

1 year previous experience in customer service or telemarketing or sales position preferred

Maintain and update donor call profiles through accurate data entry

High school diploma or equivalent required

Pleasant voice and professional manner required

Flexibility to work unscheduled or long hours in response to a crisis or special blood needs

Ability to effectively communicate & speak clearly to the public over the phone

Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

If you are relying on your education to meet qualification requirements:

Explains in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advises on forms.

Talks with callers to evaluate their knowledge and understanding of the administrative processes and actions necessary in order to resolve issues.

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

You will be evaluated for this job based on how well you meet the qualifications above.

At least 1 year of previous experience helping customers in any capacity/line of work.

Candidates with College degrees who do not have customer-related experience are encouraged to apply!

Must pass pre-employment skills testing and background check and drug screening

The Experience We’re Looking for from You:

High school diploma or equivalent required.

The ability to speak Spanish is a plus.

Case management experience preferred 1 year

Human resources experience or education preferred 1 year

Answer a high volume of inbound calls in a fast paced environment regarding human resource policies, benefits and pay.

Experience working in a customer service or contact center environment 2 years

Experience researching, analyzing and problem solving in a fast-paced environment 1 year

Utilize multiple systems to research, troubleshoot and provide issue resolution

Performance management experience preferred, including the ability to provide balanced feedback, navigate difficult conversations, and collaborate with others.

Familiarity with customer contact support systems, customer management systems, restaurant systems (i.e., Point-of-Sales systems), IT systems, etc., preferred.

Create reports for support center managers to provide additional coaching, as needed.

Contribute to the monthly impact summary report for support center managers, summarizing ticket quality analysis, and identifying situations to improve service.

Review knowledge resources to provide feedback to technical writers.

1 – 3 years’ experience as a trainer, coach, or training facilitator, preferably in a call center environment.

If you are relying on your education to meet qualification requirements:

You will be evaluated for this job based on how well you meet the qualifications above.

Researches requests for copies of documents, i.e., patents, plats, serial register pages and other related material.

Be sure to read the How to Apply and Required Documents Sections.

Appointment will be subject to a favorably adjudicated background/suitability investigation/determination.

May require a one-year probationary period.

Remote Contact Center Representative – Fullscope Reinsurance Management Services

Drive timely resolution of various call types, creating a positive client experience.

Prior customer service or contact center experience.

Document calls in a clear and concise manner.

Engage other departments, when needed, to address complex service issues.

Maintain an understanding of the different clients, products and department functions.

Counsels members on financial wellness, planning resources, and terminology.

Executes and communicates appropriate policies and procedures and assists other representatives.

Essential functions include but are not limited to:

Mandatory training classes will take place virtually Monday through Friday, 8am – 5pm.

Explain the benefits of health risk assessments and overcome objections

Experience in a metrics driven environment, Key performance goals (Attendance, ACW, Utilization, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.).

Strong typing and computer navigation skills

Demonstrated ability to explain/educate on the benefits of a service or program and overcome objections to participation

2-3’s years recent consecutive call center experience required

High volume Outbound call center experience

0 to 2 years of customer service experience required and

Evaluates interactions with customer by listening to calls, reviewing emails or chat transcripts based on established guidelines.

Measures quality using service excellence program.

Recognize and celebrate excellence with written documentation.

Documents feedback of areas needing improvement for each call.

Provides feedback to leadership to leadership regarding trends noticed during quality monitoring.