Abeka Quality Assurance Specialist
1 month ago
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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