Quality Assurance Assistant
3 weeks ago
Overview
The EcoShield Pest Solutions Customer Care Center is seeking a Quality Assurance Assistant to join our team. As a Quality Assurance Assistant, you will play a critical role in ensuring the accuracy and quality of our customer support processes.
Responsibilities
- Conduct thorough and accurate data entry into our CRM system
- Audit data input into our databases to ensure adherence to best practices and procedures
- Procure and audit data to transform it into useful information for evaluating departmental performance
- Ensure quality maintenance and accountability of customer support processes through procedural documentation and process verification
- Catalog data with appropriate flags and note categories for ease of reference and cross-functional analysis
- Audit data entered by other Customer Support roles to monitor adherence to established procedures and provide suggestions for systematic and procedural improvements
- Report errors encountered by support staff team members to relevant supervisors for coaching and correction
- Responsible for gathering, summarizing, and analyzing data for effective management reviews of KPIs and providing recommendations for continuous improvement areas, projects, and resource focus
- Maintain and update PestRoutes and Outlook systems as necessary
- Operate as a liaison to Customer Care Center management, employees, and other relevant department figureheads and external 3rd parties
Requirements
- High School Diploma required; Associate's degree preferred
- Proficient with MS Office applications, including Access and Outlook
- Outstanding verbal and written communication skills
- Sincere passion for creating systems that make the delivery of uplifting, professional, and consistently positive customer experiences sustainable and scalable
Benefits
- Competitive hourly rate ($17.00-$19.00 DOE)
- Additional compensation opportunities
- Paid time off
- Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually
- Paid Vacation
- 10 company-paid holidays
- Benefits (employee as well as family)
- Medical
- Health Savings Account (HSA)
- Dental
- Vision
- Voluntary Life
- Short-Term and Long-Term Disability
- 401(k), with match of 100% of the first 3% of each employee's contribution and 50% of the next 2%
- Employee Assistance Program
- Rally Health and Wellness Program
- Employee and Friends/Family Discounted Pest Control Services
Work Environment
- Regular standing, walking, and sitting
- The ability to use a computer and telephone systems is essential to work
- Work is inside a climate-controlled office with moderate noise level
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