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Senior Manager Quality Compliance Auditor
Recruited by Seagen 11 months ago
Address , Bothell, 98021, Wa
$138,000 - $178,000 a year
Contact Center Quality Auditor
Company | HomeSafe Alliance |
Address | Juneau, AK, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-13 |
Posted at | 11 months ago |
Title
- May perform other related duties and responsibilities as assigned and/or required.
- Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
- Support and communicate business goals, quality standards, processes, procedures, and policies.
- 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.
- Identify issues and make recommendations for process and quality improvement based on customer feedback and contact center best practices.
- 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.
- Strong verbal and written communications with the ability to provide 360-degree feedback.
- 2 years of experience in a contact center environment.
- Ability to work as part of collaborative team as well as autonomously.
- Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.
- High School diploma or equivalent
- 1 year of experience scoring and rating customer interactions in a contact center environment.
- Exceptional listening and analytical skills, with a strong attention to detail.
- Experience utilizing NICE software/applications.
- Advanced knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.
- Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
- TRICARE Supplement Plan
- Family Support: Bright Horizons, child and elder care services
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- And more!
- Health and Wellness Programs
- Disability, Life and AD&D insurance
- Voluntary Benefit Plans
- Medical, Dental and Vision Insurance.
- 401(k)
- Travel Accident & Medical
- Employee Support program
- Teladoc Medical Experts, second opinion program
- Voluntary Benefit Plans
- Health and Wellness Programs
- 401(k)
- Disability, Life and AD&D insurance
- And more!
- Teladoc Medical Experts, second opinion program
- Medical, Dental and Vision Insurance.
- Travel Accident & Medical
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Family Support: Bright Horizons, child and elder care services
- TRICARE Supplement Plan
- Employee Support program
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