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Contact Center Quality Auditor
Company | HomeSafe Alliance |
Address | Huntsville, AL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-13 |
Posted at | 10 months ago |
Title
- 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.
- 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.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- 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.
- Identify issues and make recommendations for process and quality improvement based on customer feedback and contact center best practices.
- Support and communicate business goals, quality standards, processes, procedures, and policies.
- Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.
- High School diploma or equivalent
- Exceptional listening and analytical skills, with a strong attention to detail.
- Ability to work as part of collaborative team as well as autonomously.
- 1 year of experience scoring and rating customer interactions in a contact center environment.
- 2 years of experience in a contact center environment.
- Strong verbal and written communications with the ability to provide 360-degree feedback.
- Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
- Experience utilizing NICE software/applications.
- Advanced knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.
- Family Support: Bright Horizons, child and elder care services
- Medical, Dental and Vision Insurance.
- Teladoc Medical Experts, second opinion program
- Disability, Life and AD&D insurance
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Health and Wellness Programs
- 401(k)
- Employee Support program
- Travel Accident & Medical
- Voluntary Benefit Plans
- TRICARE Supplement Plan
- And more!
- Disability, Life and AD&D insurance
- Voluntary Benefit Plans
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Travel Accident & Medical
- Health and Wellness Programs
- And more!
- Employee Support program
- Medical, Dental and Vision Insurance.
- Teladoc Medical Experts, second opinion program
- 401(k)
- TRICARE Supplement Plan
- Family Support: Bright Horizons, child and elder care services
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