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Customer Care Quality Assurance Specialist

2 months ago

ChampssurYonne, Bourgogne-Franche-Comté, United States PAYSIGN, Inc. Full time
About the Role

PAYSIGN, Inc. is seeking a highly skilled Customer Care Quality Assurance Analyst to join our team. As a key member of our customer care operations, you will play a crucial role in ensuring the highest standards of customer care are maintained within our contact center operations.

Key Responsibilities
  • Call Evaluation and Quality Assurance: Conduct regular evaluations of calls handled by customer care representatives (CCRs) to assess adherence to company policies, procedures, and quality standards.
  • Performance Analysis and Improvement: Analyze performance metrics and key performance indicators (KPIs) to identify trends, patterns, and areas of improvement for individual CCRs and Customer Care.
  • Coaching and Development: Provide constructive feedback and coaching to CCRs based on quality-evaluation results, focusing on areas for improvement and opportunities for skill development.
  • Training and Documentation: Collaborate with the training manager and supervisors to develop and implement training programs tailored to address identified gaps in CCR performance and enhance overall service quality. Maintain accurate records of quality-evaluation results, trends, and improvement initiatives.
  • Process Improvement and Innovation: Continuously review and refine quality assurance processes and procedures to optimize efficiency and effectiveness. Propose and implement innovative solutions to enhance the overall customer experience.
Requirements
  • Experience: Minimum of two years of experience in a customer care environment OR at least one year of experience in quality assurance in a customer care environment.
  • Education: High school diploma or equivalent.
  • Skills: In-depth understanding of customer care operations, including call-handling processes, customer care principles, and performance metrics. Exemplary soft skills pertaining to customer care (active listening, communication, empathy, patience, flexibility, positive attitude, conflict resolution, etc.). Proficiency in quality assurance methodologies, tools, and techniques.