This job has expired, please see additional jobs below
Scoring Support Quality Assurance Rep, Temporaray
Pearson
San Antonio, TX, United States
Job Details - this job has expired, please see similar jobs below
Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Basic Purpose and Objectives
Assist the Quality Assurance Coordinator with call, chat, and email monitoring and providing effective and constructive feedback on the performance and quality of Scoring Support General Representatives in accordance with the Quality Monitoring Policy.
Overall Functions and Responsibilities
• Stay current and maintain an advanced knowledge on all project requirements, processes, and procedures as well as common scorer issues.
• Monitor, evaluate, and document General Representative calls, emails, and chats for quality without bias in accordance with the Quality Monitoring Policy using the applicable Quality Monitor Form.
• Provide effective and constructive feedback to General Representatives on their performance in calls, emails, and chats.
• Document General Representative’s quality monitor scores on Google Drive spreadsheet.
• Document General Representative’s quality monitor scores and KPI’s on Google Drive spreadsheet.
• Apprise Quality Assurance Coordinator of quality concerns when General Representatives do not meet expectations according to the Quality Monitoring Policy.
• Help manage agent set-up in our call recording system.
• Handle calls, emails and/or chats during periods of heavy volume or as instructed by your immediate Supervisor or Manager.
• Perform other duties as assigned.
Organizational Relationships
Reports to and receives direction from:
Scoring Support Quality Assurance Coordinator (Primary)
Scoring Support Manager (Secondary)
Qualifications
Education, Skills, and Knowledge
• Associate degree or appropriate combination of education and experience is preferred.
• Call center experience, preferably in a technical environment.
• Strong listening and analytical skills.
• Strong oral, written, and interpersonal skills.
• Strong feedback communication skills.
• Strong organizational skills.
• Customer service oriented attitude.
• Demonstrated ability to work in a team environment.
• Previous supervisory or leadership experience is preferred.
• Knowledge of MS Office and Google Drive.
• Knowledge of computer hardware and software and internet technology.
Working Conditions
Office environment.
NOTE: Hours may vary or change, depending upon needs of business.
Please note this is a temporary non-benefits eligible onsite role with anticipated duration through June, 2017. Local candidates only please.