Service Quality Specialist

6 days ago


Guilderland, United States Public Partnerships LLC Full time
About the Role

We are seeking a highly skilled Service Quality Specialist to join our team at Public Partnerships LLC. This is an exciting opportunity for an experienced professional to utilize their expertise in customer service, quality assurance, and staff supervision to drive excellence in our operations.

As a Service Quality Specialist, you will play a vital role in ensuring that our customers receive exceptional support and that our internal processes meet the highest standards. Your primary responsibility will be to provide guidance and training to our customer service staff, with a focus on handling complex questions and situations. You will also perform regular quality checks of phone calls and corresponding documentation, apply independent judgment to escalate calls to the Consumer Service Manager, and maintain accurate records for audit and control purposes.

This position requires strong organizational skills, excellent attention to detail, and effective time management. You should have experience in a call center environment, preferably in a supervisory role, and possess a solid understanding of Microsoft Windows, Excel, and Word. A Bachelor's Degree is preferred but not essential.

The estimated salary for this position is $70,000-$90,000 per annum, depending on your level of experience and qualifications. Our comprehensive benefits package includes 401k retirement plan, medical, dental, and vision insurance, generous paid time off, continuing education assistance program, and employee assistance program.



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