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Customer Experience Specialist II

3 months ago

San Antonio, Texas, United States QTC Management Full time

** Customer Experience Specialist II**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO008150 Showing 1 location **Job Details**

**Description**

**Job Summary:**

The Customer Experience Specialist (CES) II is responsible for monitoring and evaluating agent inbound and outbound customer calls to promote professionalism, productivity, quality, and workflow compliance. The Customer Experience Specialist II will monitor and assess agent demeanor, technical accuracy, customer service, and conformity to customer contractual compliance, company policy and procedure, and organizational workflow compliance. This role will help establish customer experience management as a best practice throughout the organization.

**Essential Duties and Responsibilities**

Review quality of work and performance of agents through live monitoring and/or pre- recorded systems and applications as determined by the organization

Compile evaluation assessments of agents, and document results within established repository in accordance with defined organizational policies and procedures

Use quality-monitoring system to compile and track performance at the individual, team, regional, and national level

Accurately perform observations on recorded or live agent calls and score them against internal scorecard standards

Determine whether agents are using proper workflows, procedures and practices to provide excellent customer service through reporting analysis and support

Participate in Quality Assurance calibration processes with internal and external clients, as required

Participate in any new policy/workflow modification to ensure all policies are duly recorded in evaluation tools for agents

Perform other duties and responsibilities as assigned

**Competencies:**

Strong customer service skills

Strong teamwork, flexibility, reliability, and mentoring skills

High attention to detail and excellent follow up skills

Proficiency in Windows operating system, Microsoft Office programs, automated call monitoring systems and electronic scheduling systems

Pleasant, friendly, professional demeanor; possess a positive attitude

Excellent verbal and written communication skills, including, but not limited to, being articulate, possess excellent listening skills, and speech capabilities in order to notice subtle cues in the spoken words of customers

Highly productive, excellent organizational, and time management skills

Exceptional analytical and problem-solving skills

Ability to work independently or as part of a team, and have a genuine interest in the development of internal and external customers with the desire to help

**Education and/or Experience: (includes certificate & licenses)**

High School Diploma or GED required. Associates or Bachelors degree preferred

1 to 3 years of experience in Call Center Quality Assurance (QA) role or evaluation role

Experience with call monitoring platforms such as Calabrio, Verint, or Nice

3 years of experience as an inbound call center customer service representative preferred

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

**Skills**

**Preferred**

**Written Communication** *Advanced* **Verbal Communication** *Advanced* **Problem Solving** *Intermediate* **MS Office** *Advanced* **Interpersonal** *Advanced* **Customer Service** *Advanced* **Critical Thinking** *Intermediate* **Computer Literacy** *Advanced* **Communication** *Advanced* **Analytical** *Intermediate* **Adaptability** *Intermediate* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Goal Completion****:** Inspired to perform well by the completion of tasks **Flexibility****:** Inspired to perform well when granted the ability to set your own schedule and goals **Education**

**Required**

GED or better.

**Preferred**

High School Diploma or better.

**Experience**

**Required**

Experience with call monitoring platforms such as Calabrio, Verint, or Nice

**1-3 years:** Experience in Call Center Quality Assurance (QA) role or evaluation role

**Preferred**

**3 years:** Experience as an inbound call center customer service representative preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)