Job Description:
• Observations on recorded or live agent calls and score them against a TP and client provided standard
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Complete all work assignments within deadlines given
• Attend TP and client meetings and functions as assigned
• Maintain a set work schedule allowing for flexibility based on business needs
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure value added CSAT analytics, methods and practices are provided to operation
• Client interaction as it relates to CSAT analytics, methods, and processes
• Support supervisor teams with representative quality execution
• Support supervisor teams in calibration session
• Support new hire quality training and transition
• Participate in any new policy training to ensure all policies are understood
• Ensure all QA Analyst reporting, and communication requirements are met
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other duties as assigned by supervisor or other members of management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Requirements:
• 2+ years experience using GDS Native Sabre
• Must be at least 18 years old
• Previous call center experience with four (4) or more of the following:
• Bachelor's degree or equivalent experience
• 6 plus months experience as an inbound call center customer service representative
• 6 plus months experience as a mentor, trainer, or acting supervisor
• 6 plus months of previous quality assurance experience
• Analytical and problem-solving skills
• Ability to analyze and identify agent trending
• Ability to assess individual and team performance
• Strong written and verbal communications skills
• Strong leadership skills
• Highly productive
• Excellent organizational and time management skills
• Must be extremely detail oriented
• Experience with standard business applications including MSOffice (Excel experience a must)
• Strong team building and leadership skills focused on production-oriented goals
• Must have no less than 60 days of TP tenure
• Must score consistently above 90% on monitoring
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
• Excellent attendance history is required
Benefits:
• Comprehensive health benefits including medical, vision, and dental
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts