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Outbound Call Center Quality Assurance Specialist

2 months ago

Maryland Heights, Missouri, United States BuildingStars Full time
{"title": "Quality Assurance Specialist", "content": "Join BuildingStars' Team as a Quality Assurance Specialist

We are seeking a highly motivated and detail-oriented Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in evaluating the performance of our inside sales representatives, focusing on their ability to promote and sell services to potential customers.

Your primary responsibility will be to develop, implement, and refine call center quality processes and procedures to enhance the overall customer experience. You will conduct regular call monitoring, review customer email interactions, and contribute to the design and refinement of call/email monitoring formats and quality standards.

Key Responsibilities:

  • Conduct regular call monitoring to evaluate sales reps' performance, providing trend analysis, quality reports, and feedback to the Director of Inside Sales.
  • Review customer email interactions, offering trend analysis and quality reports to the Director of Inside Sales.
  • Contribute to the design and refinement of call/email monitoring formats and quality standards.
  • Utilize quality monitoring systems to compile and track performance data at both team and individual levels.
  • Participate in agent listening programs to identify and address customer needs and expectations.
  • Provide actionable insights to various internal support teams as needed.
  • Coordinate and lead call calibration sessions for call center staff to ensure consistency in quality evaluations.

Requirements:

  • 2-3 years of experience in a call center environment.
  • Strong commitment to outstanding customer service and delivering exceptional customer care.
  • Highly motivated and self-starting individual.
  • Excellent listening and analytical abilities.
  • Strong interpersonal skills with the ability to interact effectively with individuals at all levels within and outside the company.
  • Creative problem-solving skills and proficient writing abilities.
  • Ability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptable to change, with the ability to set and adjust priorities as needed.
  • Proficient in Google Suite applications.

Skills and Qualifications:

  • Exceptional listening, verbal, written, and interpersonal communication skills.
  • Strong attention to detail.
  • Good judgment and decision-making capabilities.
  • Ability to organize, prioritize, and adapt to changing situations in a fast-paced environment.
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