Abeka Quality Assurance Specialist

1 month ago


Pensacola, Florida, United States 01 Pensacola Christian College, Inc. Full time

Job Summary

At 01 Pensacola Christian College, Inc., we are seeking a highly skilled Quality Assurance Analyst to join our team. As a Quality Assurance Analyst, you will play a critical role in ensuring the highest level of quality in our customer interactions.

Key Responsibilities

  • Monitor and analyze customer interactions to ensure compliance with Abeka guidelines and policies.
  • Develop and implement quality training plans to improve agent performance and customer satisfaction.
  • Collaborate with management to identify areas for process improvement and implement changes to increase efficiency and customer satisfaction.
  • Provide feedback and coaching to agents to help them develop their skills and improve their performance.
  • Stay up-to-date with Abeka products, policies, and procedures to ensure expertise in the quality program.

Requirements

  • College degree or equivalent experience.
  • 1+ years of experience in customer service, customer service management, or management.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong analytical and problem-solving skills.

Physical Requirements and Skills

  • Computer literacy and proficiency in Microsoft applications.
  • Ability to operate standard office equipment.
  • Excellent oral and written communication skills.


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