Contact Center Quality Auditor

Title

Contact Center Quality Auditor

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

The Quality Auditor is responsible for performing quality audits on customer interactions in an omnichannel environment to ensure the highest quality standards in accordance with company policies and procedures. The Quality Auditor documents the quality review results and provides feedback and trend data to the contact center leadership team according to prescribed intervals. This role is heavily analytical and requires critical thinking skills, sound judgement, flexibility, and effective communication skills to optimize customer experience. They will also identify improvements to performance, processes, and training within the Customer Care department.

Position Description

• Identify issues and make recommendations for process and quality improvement based on customer feedback and contact center best practices.
• Perform quality review of a subset of contact center customer interactions and/or processes to determine department and representative performance and identify process gaps for improvement.
• Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
• Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
• Monitor, evaluate and score contact center communications against established quality assurance standards to ensure contractual compliance and representatives adhere to predetermined quality standards.
• May perform other related duties and responsibilities as assigned and/or required.
• Support and communicate business goals, quality standards, processes, procedures, and policies.
• Participate in calibration sessions to maintain consistency in internal evaluations.

Qualifications And Skills Requirements

• Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.
• 2 years of experience in a contact center environment.
• Exceptional listening and analytical skills, with a strong attention to detail.
• 1 year of experience scoring and rating customer interactions in a contact center environment.
• High School diploma or equivalent
• Ability to work as part of collaborative team as well as autonomously.
• Strong verbal and written communications with the ability to provide 360-degree feedback.

Preferred

• Experience utilizing NICE software/applications.
• Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
• Advanced knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

Benefits

• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Travel Accident & Medical
• Disability, Life and AD&D insurance
• Employee Support program
• Health and Wellness Programs
• And more!
• TRICARE Supplement Plan
• 401(k)
• Teladoc Medical Experts, second opinion program
• Family Support: Bright Horizons, child and elder care services
• Voluntary Benefit Plans
• Medical, Dental and Vision Insurance.

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits

• Family Support: Bright Horizons, child and elder care services
• Travel Accident & Medical
• Disability, Life and AD&D insurance
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Teladoc Medical Experts, second opinion program
• Medical, Dental and Vision Insurance.
• Health and Wellness Programs
• And more!
• TRICARE Supplement Plan
• 401(k)
• Employee Support program
• Voluntary Benefit Plans