Provide service transaction monitoring to service center assistants (SCAs) and service center representatives (SCRs)
Determine customer call quality and effectiveness of customer contact responses and interactions
Manage daily workflow
Complete assignments by their due date unless business needs dictate otherwise
Complete the designated weekly/monthly audits for assigned business products
Report individual audit results to the appropriate managers for their use when completing evaluations
Be a technical expert on the functions and products you audit
Mentor new members of the Quality team
Develop Representatives in the functions you audit
Provide feedback confidentially and in a professional manner to representatives about their performance
Give/receive feedback efficiently and effectively
Identify opportunities for process improvements
Provide coaching when opportunities need to be addressed
Endeavor to learn new skills that support the business organization

High School diploma or GED required
One (1) years of customer service experience or equivalent combination of education and experience required
Inbound call center experience strongly preferred
Excellent customer service skills
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Analytical and interpretive skills
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

Quality Assurance Associate

Key skills