Quality Assurance Specialist

2 weeks ago


Clifton, New Jersey, United States Barnes & Noble Full time
Job SummaryAs a Quality Assurance Specialist, your main goal is to ensure exceptional customer experience by guaranteeing top-notch customer service and continuously improving.In this position, you will collaborate with the leadership team to share insights, drive new initiatives, and support actions related to quality.What You Do
  • Perform call monitoring, provide coaching notes, and trend data to the leadership team.
  • Participate in designing call monitoring forms and QA Standards.
  • Utilize quality monitoring data management system to compile & track performance.
  • Coordinate & facilitate call calibration sessions.
  • Prepare & analyze internal & external quality assurance reports for management staff review.
  • Recommend appropriate action if further reviews are necessary and raise observations to the management team.
  • Lead and organize meetings with various internal groups.
  • Assist in setting guidelines & standards for contact-handling; review periodically to evolve to customer patterns and behaviors.
  • Handle & resolve customer interactions.
Knowledge & Experience
  • 2-3 years of Customer Service Experience.
  • Ability to multitask and operate successfully in a fast-paced environment.
  • Excellent oral & written skills.
  • Solid time management.
  • Understand and deliver excellent service standards.
  • Demonstrate good decision-making.
  • Direct work with productive results.
  • Ability to organize, plan, and prioritize workload.
  • Communicate effectively, collaboratively, and comfortably with others.
  • Provide feedback honestly and respectfully.
EEO StatementAs an Affirmative Action Employer, Barnes & Noble hires qualified individuals to perform essential business tasks and is committed to workplace diversity.An integral part of this policy is providing equal employment opportunity for all.All employment practices and decisions will be conducted without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition, genetic information, gender, gender identity, gender expression, hairstyle, height, weight, pregnancy, childbirth, reproductive health decisions, or any other characteristic protected by law.If you require a reasonable accommodation, please inform us.Examples of reasonable accommodation include changes to the application process or work procedures, alternate document formats, sign language interpreters, or specialized equipment.

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