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Superior Plus Propane · 14 hours ago

Quality Assurance/Quality Control Specialist

Florida, NY, USA

Full-time

Onsite

Entry Level

$20/hr - $25/hr

1+ years exp

Superior Plus Propane is seeking a Quality Assurance/Quality Control Specialist to monitor and evaluate Customer Service performance. The role involves ensuring compliance with quality standards and providing feedback to enhance employee development and customer experience.

EnergyOil and GasRenewable Energy

No H1B

Responsibilities

Perform Quality monitoring and evaluation for all contact center teams (Sales, Customer Service, Change of Ownership, Customer Care, and Back Office Administration), voice and non-voice processes

Monitor customer calls/e-mails/chats for conformance to guidelines, procedures, proper voice inflection, customer experience, systems usage, and fraudulent activity

Provide specific and targeted agent and employee feedback to supervisors to facilitate developmental coaching for the agents to enable them to reach their optimal performance

Provide data insights, opportunities/gaps with recommended improvement plans and strategies regularly

Recommend improvement to processes, either from own perspective or by passing on feedback from agents

Coordinate and participate in call calibration sessions with supervisors and agents to ensure agreement and alignment with quality assessment practices

Participate in the design and continuous improvement of monitoring formats and quality standards

Collaborate with the Manager on the continual enhancement of the training curriculum and performance measurement tools

Actively support the team with data to drive improvements in the department's overall performance

Use the Quality management system to critically analyze available data to identify trends and/or issues impacting the customer experience or operational performance at the individual and team level

Monitor the quality of all contact types with customers

Prepare statistical reporting for Leadership to communicate Contact Center performance and identify performance gaps

Participate in customer and client listening programs to identify customer needs and expectations

Prepare and analyze internal and external quality reports for management staff review

Qualification

Quality AssuranceCustomer ExperienceQA software experienceData analysisMicrosoft ExcelMicrosoft WordMultitaskingSpanish proficiencyCommunication skillsTime managementAttention to detailSelf-motivatedTeam collaboration

Required

Minimum of one (1) year in the Customer Experience Contact Center, in a customer-facing role

Outstanding customer service skills and dedication to providing a best-in-class customer experience

Demonstrate a commitment to continuous quality improvement

Must be able to effectively deal professionally with a diverse group of people at all levels, including Agents, Trainers, Contact Center Management, and subject matter experts

Must be self-motivated and a self-starter

Solid time management skills, keen attention to detail

Excellent judgment and decision-making capabilities

Ability to work with remote sites

Excellent listening, communication (oral and written), and analytical skills

Ability to multitask and successfully operate in a fast-paced, team environment, with the ability to adapt to frequently changing priorities

Results-driven - must meet or exceed established performance metrics

Previous experience with QA software and solutions (Avaya, Calabrio etc.)

Proficient in Microsoft Word and Excel

Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening