Customer Service Quality Assurance Representative Jobs

Strong computer skills with an emphasis on contact center tools (advanced MS Office Excel, PowerPoint, Call Management Systems).

Knowledge of NICE products including the cxOne platform is preferred

Experience leading others with ability to build and sustain culture through the collaboration with team and business partners.

Create with audacity through utilizing strong diagnostic skills in listening, probing, and analyzing to translate business problems into data drive solutions

Basic knowledge of common statistical analysis methods (propensity classification, text mining, and sentiment analysis- e.g- SAS and SPSS).

Ability to drive accountability and standardized best practices and leverage support functions to optimize operational and financial performance

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

Provide monthly reports of quality control results to department managers and supervisors, including information on trends identified during audits.

Bachelor’s degree in a business-related field or equivalent training/experience.

Three years of audit related experience.

In-depth knowledge of insurance practices and principles.

Communication and interpersonal skills to coach and mentor staff.

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Assist in the creation of soft skills, customer service, and ticket management training courses.

Strong time management and prioritization skills.

Experience in Managed Mobility Services - a strong understanding of mobility terminology and troubleshoooting

Ability to work independently without relying on significant management oversight.

Education and Years of Experience:

Understand the role and technical skills required of agents,

Knowledge of the Code of Federal Regulations (CFR) within emphasis on advocating for Veterans and their benefits.

Designated in Connect 700 Program for Applicants with Disabilities: Yes

Presentation skills sufficient to support MDVA claims division’s missions

Experience sufficient to extracting data, creating reports, and consulting

Experience with data collection software/systems

Three (3) years of professional experience which demonstrate the following areas:

(The following are representative of the education, experience, knowledge, skills or ability required for this position)

Superior organizational skills - able to manage multiple priorities simultaneously

Maintains training abilities for clients and consumers

Must be pleasant, professional, detailed communication skills

Must be knowledgeable with Microsoft Office

Must have strong oral communication skills

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Excellent time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities.

Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge.

Address special projects as necessary and adapt to the changing requirements of the business.

Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office Application with moderate to advanced level Microsoft Excel skills.

1-2+ years of auditing/quality monitoring experience related to Operations environments in contact center settings, preferably in a quality process/documentation role.

Strong analytical skills that can be used to identify patterns, outliers and opportunities.

Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

Provide monthly reports of quality control results to department managers and supervisors, including information on trends identified during audits.

Bachelor’s degree in a business-related field or equivalent training/experience.

Three years of audit related experience.

In-depth knowledge of insurance practices and principles.

Communication and interpersonal skills to coach and mentor staff.

Have a thorough knowledge of QA walkthroughs and different types of customers that Slingshot services

Employees can expect a robust benefits package, including health and dental, generous paid time off and 401k with company match

Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!

Responsible for assessing the call and chat quality for 300+ agents

Become an expert in QA performance metrics

Maintain department metrics of accuracy and productivity

Good organizational skills, knowledgeable of goal-setting practices

5 years of experience in the customer service space

Proven track record of analytical skills

Hands-on experience in quality assurance

Experience with the implementation of Quality Assurance systems and automation.

Great people skills and ability to communicate all types of feedback.

Minimum of 6+ months of customer experience preferred

Customer service phone experience preferred

Excellent customer services and clear verbal communication skills

Experience with Phone system: YTEL and CRM preferred

Knowledgeable of MS Office: word, excel, outlook

2+ Years’ experience in Debt Settlement or related industry

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Document detailed information of overall experience

Excellent written and verbal communication skills

Complete a short 30 minute training

Successfully complete a test call

Call all companies provided via assigned lists

Evaluate the level of customer service provided by answering representatives questions while remaining anonymous

Equivalency: Additional appropriate education may be substituted for one (1) year of the minimum experience requirements.

Three (3) years customer service experience working in an airline, airport, service, hotel or hospitality industry

Call center experience is a preferred

Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.

Experience: Four (4) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries.

Licensures/Certification(s): By position, requires a valid Driver's License at the time of application.

Excellent organizational skills and the ability to manage multiple projects and meet stringent deadlines

High School Diploma or General Education Development (GED) Diploma

Minimum of three (3) years of related quality experience or similar expertise

One (1) year of leadership experience

Five (5) years of supervisor experience in previous Quality Assurance program (preferably in call center environment)

Proven coaching and mentoring skills

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

Operation of a computer and assigned software, including a variety of data management software programs.

Recommend improvements in data collection and management based on analysis of data.

Telephone techniques and etiquette. Oral and written communication skills.

Interpersonal skills using tact, patience, and courtesy.

Full time jobs are provided Benefits.