Customer Care Quality Specialist

21 hours ago

Bethpage, United States Altice USA Full time

Overview
We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Responsibilities
The Quality Specialist is responsible for quality compliance monitoring which includes researching, analyzing, and reporting on recommendations for improvement to optimize service delivery. Identification of trends in compliance, agent performance, or with customer climate is a requirement for this role.

The Quality Specialist will compile, summarize and communicate findings to the appropriate department(s) with the purpose of creating insightful, customer centric business practices.

The Quality Specialist will be responsible for identifying fractured processes and/or procedures and escalating to the appropriate supporting team ensuring the establishment, preservation, improvement and restoration of customer loyalty within the Customer Care organization.

Responsibilites

- Perform Quality Assurance audits in accordance with Department policy to maintain service and customer satisfaction goals.
- Demonstrate proficiency and full understanding of all the Company's products and services.
- Creatively approach problems in new and different ways that lead to innovative solutions.
- Must be able to accurately identify root cause for complex problems, recommend and apply appropriate interventions to avoid future occurrence.
- Identify broken processes that negatively affect the customer experience and escalate as appropriate.
- Identify actions that violate policy or fail to protect the business, in accordance with trained or documented call handling policy/processes, and escalate for managerial consideration of status changes for active BPO employees based on performance and/or behavior observed.
- Act as a conduit for continuous improvement by raising issues that are consistently observed with regards failure to comply with processes or technology deficits.
- Document Quality Audit observations within the QA solution to document findings.

Qualifications
- Minimum of five years Customer Service experience in large operational organizations.
- Degree or experience in education and/or certification related to Quality of Service delivery (or equivalent work experience)
- Demonstrated leadership skills necessary to act as a catalyst to effect change across cross-functional areas.
- Excellent analytical and research skills.
Strong verbal, written, and listening communications skills.
- Ability to plan for and engage in Change Management activities.
- Ability to work well under pressure while performing multiple tasks in a fast-paced environment.
- Familiarity with MS suite (Excel, Word, Access, and PowerPoint) programs and systems.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

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