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Quality Assurance Customer Service Representative
2 months ago
Description:
● Review and analyze a variety of customer support interactions across different channels for accuracy and improvement opportunities (phone, email, chat).
● Evaluate interactions based on established quality standards, focusing on areas like accuracy, clarity, problem-solving effectiveness, and adherence to company policies.
● Provide constructive feedback to customer support representatives, highlighting areas for improvement and offering coaching opportunities.
● Identify trends and recurring issues within customer interactions, and recommend process improvements to enhance overall support quality.
● Collaborate with the customer support team to develop and implement new training programs that address identified knowledge gaps or skill deficiencies.
● Develop and maintain quality assurance documentation, including evaluation checklists and coaching guidelines.
● Reviewing and managing the bug issue and resolution process.
● Assist our Development team to test out resolutions to bug tickets and upcoming releases to understand and help with updating documentation and training.
Qualifications:
- High School diploma or GED
- min 2 years customer service experience - 1 year has to be in a call center environment handling some type of QA work
- very strong written communication - grammar, punctuation
Experience Level:
Entry Level
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:
- Medical, dental & vision
- 401(k)/Roth
- Insurance (Basic/Supplemental Life & AD&D)
- Short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
