Customer Service Quality Specialist

2 weeks ago

Columbus, Ohio, United States CAI Full time

Job ID Number

R3534

Employment Type

Full time

Worksite Flexibility

Remote

Position Overview

The role of a Quality Assurance Analyst is pivotal in enhancing the quality of customer service interactions within our Partner team (Tier 1, including Levels 1 and 2). This position is dedicated to assessing and refining customer service engagements, identifying areas for improvement, and providing constructive feedback to elevate service standards.

Key Responsibilities

  • Conduct systematic evaluations of customer interactions managed by Tier 1 agents, ensuring compliance with established quality benchmarks and fostering an exceptional support experience.
  • Engage in calibration sessions with management and fellow analysts to maintain consistency and fairness in quality assessments.
  • Spot opportunities for process enhancements within the Tier 1 team and communicate these insights to Quality Leadership.
  • Deliver detailed and constructive feedback to agents aimed at bridging performance gaps, identifying training needs, and enhancing overall service quality.
  • Contribute to the development of knowledge and training materials.
  • Collaborate with quality teams and leadership to refine quality assurance methodologies and tools.
  • Generate and analyze quality reports to provide actionable insights and recommendations.
  • Foster a collaborative team environment by recognizing contributions and supporting colleagues in achieving high performance standards.
  • Maintain accountability and adhere to deadlines in all assigned tasks and responsibilities.

Qualifications

Essential:

  • High school diploma; Bachelor's degree preferred or equivalent experience.
  • Prior experience in customer service or technical support roles, particularly in a BPO setting.
  • Basic to intermediate proficiency in Microsoft Office, especially Excel.
  • Strong attention to detail with the ability to identify improvement opportunities.
  • Excellent written and verbal communication skills to effectively present quality findings and recommendations.
  • Analytical mindset with a strategic approach to data-driven decision-making.
  • Commitment to customer experience and a mindset focused on continuous improvement.
  • Ability to work independently in a remote setting while also collaborating effectively within a team.
  • Familiarity with CRM systems; experience with quality management tools is advantageous.
  • High integrity and commitment to confidentiality and objectivity in quality assessments.
  • Ability to meet deadlines and demonstrate accountability in all responsibilities.

Physical Requirements

  • Ability to perform essential job functions in accordance with ADA and other applicable standards.
  • Primarily sedentary work involving sitting or remaining stationary for extended periods, with occasional movement around the workspace.
  • Capacity to perform repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Equal Employment Opportunity Policy Statement

CAI is committed to a policy of equal employment opportunity and does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or being a protected veteran. This policy applies to all employment actions, including recruitment, hiring, promotion, and compensation.

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