Call center Specialist

2 weeks ago

Chandler, United States Kaygen, Inc. Full time

Description:

TITLE: Quality Specialist-ECW

Bilingual: Spanish

Location: Experience Center West (Chandler, AZ)

Schedule: Work on-site on a Hybrid schedule a couple days per month* (Potential on Wednesday and Thursday. *Subject to change based on business needs).

Current Hours: Monday- Friday 7AM-5PM (shifts must be between these hours). Candidate needs to be available to work OT during the week or on weekends and Holidays (except for Thanksgiving or Christmas day).

Education - Minimum High School

Job Description:

  • Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within Our Client / PL call centers and their corresponding external business partners. The observations from which are used to develop performance trending while identifying performance gaps. Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.
  • Essential Job Functions:
  • Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
  • Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
  • Leverage recording/monitoring application to compile data, generating reports to support business goals.

The following functions/accountabilities are essential for all jobs:

  • Work collaboratively with team members
  • Meet regular performance expectations
  • Strong written communication skills
  • Strong attention to detail and organizational skills are required
  • Knowledge of Microsoft Office applications (Word, Excel, etc.)
  • Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
  • Ability to maintain regular and predictable attendance to support team and business objectives.
  • Capability to work flexible hours, which may include day, evening and weekend hours.
  • Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
  • Attendance and Punctuality are essential for this position
  • Must have functional high speed internet connection that will facilitate working from home.

Quality Specialist Job Description

Who we’re looking for:

  • Our Client’s Quality Assurance Team is looking for a passionate and highly motivated Quality Specialist.
  • The primary responsibility of this role is to perform a review of the quality and accuracy of work functions performed by call center and/or external business partner team members.
  • Reporting to the Quality Assurance Supervisor, the person in this role will support Quality and Compliance objectives.

What you’ll be doing

  • Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
  • Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
  • Leverage recording/monitoring application to compile data, generating reports to support business goals.
  • Our client is looking for individuals with strong business sense and practical expertise. Successful.

Candidates should have:

  • Automotive finance experience preferred
  • Work collaboratively with team members
  • Meet regular performance expectations
  • Strong written communication skills
  • Strong attention to detail and organizational skills are required
  • Knowledge of Microsoft Office applications (Word, Excel, etc.)
  • Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
  • Ability to maintain regular and predictable attendance to support team and business objectives.
  • Capability to work flexible hours, which may include day, evening and weekend hours.
  • Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
  • Attendance and Punctuality are essential for this position
  • Must have functional high speed internet connection that will facilitate working from home.

Preferred Skills

Bilingual: Spanish

Working knowledge of recording platform (e.g. NICE) is a plus.

Automotive finance experience preferred.

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