Assessor of Customer Service Interactions
6 days ago
The Northridge Group develops, validates, and conducts quality monitoring programs for our clients across various industries. Our Assessors evaluate customer interactions (calls, web, chat) and objectively assess the customer service and sales behaviors displayed by representatives. We provide Assessors with comprehensive training in behavioral assessment, enabling them to utilize guidelines specifically developed with each client to listen for specific behaviors and business process improvements.
Key Responsibilities:
- Evaluate customer interactions based on client quality programs and customer contact channels.
- Objectively assess the identified quality customer service and/or sales behaviors displayed by representatives working at our client organization.
- Utilize quality program guidelines specifically developed with each client for specific behaviors as well as business insights.
- Be part of a dynamic team committed to enhancing customer service and productivity.
- Develop your skills in behavioral assessment and quality monitoring.
- Enjoy a flexible work arrangement with part-time hours.
- Work with a diverse range of clients across various industries.
- A Bachelor's degree or progress toward a degree is strongly preferred.
- Client service experience or call center experience.
- Prior quality monitoring experience in a call center is preferred.
- Technology savviness to navigate between multiple technologies.
- Ability to work individually and within a team, receptive to performance feedback.
- Analytic ability to evaluate behaviors using standardized criteria and provide a strong rationale for ratings assigned.
- Strong verbal and written communication skills.
- Proficiency with Microsoft tools, such as Word, Excel, and Teams.
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