Contact Center Quality Auditor

Found in: beBee jobs US - 1 week ago


Chicago, Illinois, United States Allied Benefit Systems, LLC Full time
CONTACT CENTER QUALITY AUDITOR

POSITION SUMMARY
The Contact Center Quality Auditor role monitors and measures customer interactions for adherence to the standards put in place internally and by Allied partners. The Contact Center Quality Auditor will prepare and present monitoring insights for agents to management to calibrate the performance of the Contact Center and identify issues. The Contact Center Quality Auditor will work to improve the customer experience through constant auditing, evaluation, training, and development of the Contact Center staff. The Contact Center Quality Auditor will assist in maintaining service standards by responding to employee inquiries.

ESSENTIAL FUNCTIONS
  • Support all Quality Audits including dedicated books of business, special audits, and ad hoc request
  • Assist in innovative platform developments for assigned books of business, resource maintenance, and question boxes
  • Monitor Customer Experience Specialists by conducting regular call reviews using quality assurance tools and software, grading the quality of each call using the established quality standards
  • Provide constructive written feedback and coaching to Customer Experience Specialists based on call monitoring results
  • Communicate and share quality assurance issues and trends with Operations and Training to facilitate ad-hoc training needs
  • Assist with maintaining service standards by responding to employee inquiries through various channels such as email, chat, and phone
  • Participates in the design of call monitoring score cards and quality standards
  • Offer solid and exceptional assistance to all employees: upward, downward, and unilaterally as well as provide candid feedback and examples when appropriate
  • Assist with new hire and cross-training initiatives through instructor led or content creations
  • Support daily Contact Center question channels and support lines, identify trends on training and quality data to enhance processes
  • Other duties as assigned

EDUCATION
  • High School Diploma or equivalent work experience required

EXPERIENCE AND SKILLS:
  • Minimum 1 year of call center transaction monitoring experience required
  • Experience with call center software required (inContact, Nice)
  • Intermediate experience with Microsoft Office Suite: Outlook, Teams, SharePoint, Excel, PowerPoint, and Word
  • Strong written and verbal communication skills required
  • Superior organization/administrative skills

COMPETENCIES
  • Job Knowledge
  • Time Management
  • Accountability
  • Communication
  • Initiative
  • Customer Focus
PHYSICAL DEMANDS
  • This is a standard desk role - extended periods of sitting and working on a computer are required

WORK ENVIRONMENT
  • Remote
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

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