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Quality Assurance Specialist
Entertainment & Media Industry Company
Lyndhurst, NJ, United States
Job Details - this job has expired, please see similar jobs below
Company is an innovator in publishing, retail, and digital media, including our award-winning NOOK® products and an expansive collection of digital reading and entertainment content. We welcome creative, dedicated, and service-oriented team members who are passionate about being an integral part of our dynamic community and helping it thrive.
Whether your expertise is in retail, merchandising, publishing, marketing, technology, or finance, we have a place for you at Company.
Overview:
Responsible for evaluating the quality of communications with customers on a monthly rotational basis for home, office agents and outsourced partners.
Responsibilities:
• Evaluate phone, email and chat interactions daily using several quality coaching tools
• Assess performance of all employees who interact with customers.
• Identify and communicate service trends and training needs.
• Train new hires in QA standards and process
• Act as content expert liaison for one or more partners
• Participate in weekly calibration sessions
• Create and deliver coaching sessions for individual agents as directed
• Ensure adherence to company policies and procedures
• Maintain accurate, detailed logs and provide reporting of quality coaching results to QA Supervisor, home office Supervisors, and outsource partners bi-monthly.
• Act as system administrator of quality coaching tools; Interact with quality monitoring vendors and attend related training to ensure the optimal use of quality coaching tools and systems
• Assist with floor management needs, including handling escalated customers, overflow call/email volume, and CS team leadership as directed
• Maintain current understanding of policies and procedures, website changes, new products and processes of company and customer service center.
• Is widely trusted by others
• Completes work according to standards as determined by supervisor/manager
• Adheres to work schedule as set by the needs of the contact center
• Support additional duties as necessary.
Requirements:
• 1-2 years call center experience preferred.
• Minimum High School diploma or equivalent preferred.
• Experience with call center technologies
• Experience with Quality Coaching tools and applications; Internet navigation, website usage, basic computer literacy, and basic MS Office skills.
• Basic coaching and training skills
• Solid understanding of call handling processes preferred
• Analytical skills
• Process mapping skills
• Exceptional communication skills (listening, written and oral)
• Strong presentation, organizational and team work skills.
• Strong interpersonal skills
• Ability to maintain strict confidentiality
• Ability to accept and incorporate constructive feedback
• Ability to work in a stressful environment and maintain a positive and productive attitude
Company is an equal opportunity and affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups.