Quality Assurance

4 weeks ago

Boca Raton, United States FlexShopper Full time
Job Details

Job Location
Boca Raton - BOCA RATON, FL

Position Type
Full Time

Education Level
2 Year Degree

Salary Range
$18.00 - $21.00

Travel Percentage
None

Job Shift
Any

Job Category
Customer Service

Description

Responsibilities
  • To support FlexShopper standards and establish goals for the development of staff as they pertain to call quality and control, while maintaining a positive working atmosphere
  • The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions.
  • Help assist in reaching a goal of 700 -1000 or more calls scanned and documented on a monthly basis.
  • This goal is achieved by examining and coaching agents from different areas within Customer Care, Collections and Order Management.
  • Assist with the development, execute Quality Assurance training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard)
  • Assist department Team Leads/Supervisor(s) when needed and/or required.
Qualifications

Qualifications
  • Call Center Experience
  • Good command of written and verbal communication
  • Spanish a Plus
  • Ability to work under pressure.
  • Excellent communication and interpersonal skills
  • MS Office applications knowledge


Degrees: High School,Cert,GED,Trn,Exper

Additional Qualifications: Must have a minimum of 2 years customer service experience and well verse in computer knowledge. Good command of written and verbal communication. Ability to work under pressure. Experience preferred, Customer Relations Management (CRM) application, LiveVox , Freshdesk, and custom tailored software. Excellent communication and interpersonal skills. MS Office applications knowledge. Bilingual (English and Spanish) preferred.

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