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Contact Center Quality Assurance Specialist
Erie Indemnity Company
Erie, PA, United States
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Position Summary
Administers and supports the contact center quality assurance program.
• FNOL experience, strongly preferred.
This position is being reposted.
Duties and Responsibilities
• Monitors, records, and evaluates moderately complex quality assurance checks of customer interactions in ERIE contact centers.
• Participates with management in customer listening programs, via calibration sessions, to identify evaluation consistency and scoring, process changes and results.
• Provides statistical reports indicating findings, trends and recommended corrective actions to enhance quality and productivity.
• Tracks performance at the team and individual level.
• Provides feedback to assist in the formal training/educational process of contact center customer service representatives.
• Maintains consistent and continuous improvement to the program ensuring quality and customer satisfaction objectives.
• Creates integration between quality monitoring/recording program with any automated workforce optimization solution suite such as workforce management, performance management eLearning and speech analytics.
Competencies
Ability To Learn And Follow Procedures
Ability to Manage Complexity
Decision Making
Detail Orientation
Developing And Maintaining Relationships
Information Management Skills
Interpersonal Communication
Job-Specific Knowledge
Oral Communication
Planning And Organizing
Problem Analysis
Service Orientation
Time Management
Qualifications
High school diploma, or GED, required. Bachelor's degree in business, sociology or a related field preferred. One year of call center experience or experience in a quality assurance testing environment preferred. Working knowledge of word processing, spreadsheet and database software preferred. Knowledge of project planning and presentation software preferred.
Physical Requirements
Lifting 0-20 lbs; Occasional (<20%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Occasional (<20%)
Driving; Rarely
Pushing/Pulling; Occasional (<20%)
Manual Keying/Data Entry; Frequent (50-80%)
Climbing; Rarely