Customer Service Quality Analyst II
2 weeks ago
Customer Experience Specialist II
Job Category: Customer Service Requisition Number: CUSTO008150
Job Overview:
The Customer Experience Specialist (CES) II plays a crucial role in overseeing and assessing the quality of agent interactions with customers. This position is essential for fostering professionalism, enhancing productivity, ensuring quality, and maintaining compliance with workflow standards.
Key Responsibilities:
- Conduct evaluations of agent performance through live monitoring and/or pre-recorded systems as determined by the organization.
- Compile and document assessment results of agents in accordance with established organizational policies and procedures.
- Utilize quality-monitoring systems to track performance metrics at individual, team, regional, and national levels.
- Perform detailed observations on recorded or live calls, scoring them against internal standards.
- Assess agent adherence to workflows and procedures to ensure exceptional customer service, providing reports and analysis as needed.
- Engage in Quality Assurance calibration sessions with both internal and external stakeholders as required.
- Contribute to the development and modification of policies and workflows, ensuring all changes are accurately reflected in evaluation tools.
- Execute additional duties and responsibilities as assigned.
Essential Skills:
- Exceptional customer service capabilities.
- Strong teamwork, adaptability, reliability, and mentoring skills.
- Meticulous attention to detail with excellent follow-up abilities.
- Proficient in Windows OS, Microsoft Office Suite, automated call monitoring systems, and electronic scheduling tools.
- Professional demeanor with a positive attitude.
- Outstanding verbal and written communication skills, including the ability to discern subtle cues in customer interactions.
- Highly organized with effective time management skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently or collaboratively, with a genuine interest in supporting the development of both internal and external customers.
Education and Experience:
A High School Diploma or GED is required; an Associate's or Bachelor's degree is preferred. Candidates should have 1 to 3 years of experience in a Call Center Quality Assurance (QA) role or a similar evaluation position. Familiarity with call monitoring platforms such as Calabrio, Verint, or Nice is essential, along with 3 years of experience as an inbound call center customer service representative preferred.
Equal Opportunity Commitment:
QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company is dedicated to affirmative action and creating a workplace free from discrimination, harassment, and retaliation. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, disability status, or veteran status.
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