Abeka Quality Assurance Specialist

4 weeks ago


Pensacola, Florida, United States Pensacola Christian College Full time

Quality Assurance Analyst Role

Dedicated to Excellence, Committed to Service

The Quality Assurance Analyst monitors interactions to ensure alignment with Abeka guidelines. This role tracks issues, analyzes results, and becomes a subject matter expert on Abeka products, policies, and procedures.

Key Responsibilities

  • Monitor calls, emails, and chats to ensure agents interact with customers according to Abeka guidelines.
  • Measure agent quality performance to align with company objectives.
  • Observe interactions in three ways: live, recorded, and side-by-side, providing feedback to encourage preferred behaviors.
  • Evaluate and improve processes to increase efficiency and customer satisfaction.
  • Provide feedback to improve performance and develop quality training plans for employees.

Requirements

  • College Degree, HS (Required)
  • 1+ years in customer service, 1+ years in customer service management, 1+ years in management
  • Computer Literacy, Customer Service, Microsoft Applications, Oral Communications, Written Communication

Christian Educator

Ideal candidates must be born-again Christians dedicated to training young people for serving God and educating students based on biblical values.

Applicants must agree with Pensacola Christian College's Mission, Purpose & Objectives, Doctrinal Position, Philosophy of Education, and Faculty & Staff Commitments.



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