Customer Service Quality Assurance Specialist

4 weeks ago

Jefferson City, Missouri, United States Public Consulting Group Full time
Job Title: Customer Service Quality Assurance Analyst

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives.

As a Customer Service Quality Assurance Analyst, you will play a critical role in ensuring that our clients receive exceptional service and support. Your primary responsibilities will include:

Key Responsibilities:
  • Monitoring agents' phone calls to ensure quality standards are met
  • Providing positive feedback to leadership and agents based on quality standards
  • Listening to specific details on calls to ensure accuracy and quality
  • Managing support ticket information in the client database
  • Communicating with supervisors to discuss training needs based on individual agents' performance
  • Partnering with Operations, Training, and other internal teams to drive quality metrics

We are seeking a highly motivated and detail-oriented individual with excellent writing skills and attention to detail. If you are a team player with a passion for delivering exceptional customer service, we encourage you to apply.

Requirements:
  • High School Diploma or equivalent required
  • Knowledge of MS Windows, Excel, and Word preferred
  • Ability to manage time effectively in a fast-paced environment
  • Ability to execute effectively in a remote environment without on-site supervision
  • Excellent customer service skills
  • Outstanding attention to detail

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences.

We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.

PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company's success. To be successful in a remote work role at PCG, you must be available during your set working hours, have a safe, private, and distraction-free environment in which to complete your work, and be able to give your full attention to the completion of your PCG job duties.

Some travel to the office or elsewhere may be required for team meetings, client meetings, etc. We are accepting applications on an ongoing basis until filled.

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $46,800-$56,800.

In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

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