Express Flooring · 1 day ago
Call Center QA Analyst
Tempe, AZ
Full-time
Onsite
Entry, Mid Level
$24/hr - $27/hrExpress Flooring is a leading provider of residential and commercial flooring solutions, seeking dedicated professionals to enhance their team. The Quality Assurance Specialist will elevate the internal support and call center experience by defining quality standards, reviewing customer interactions, and providing feedback to improve agent performance.
Retail
Responsibilities
Maintain and develop internal support and call center quality standards
Review a subset of support agents’ conversations (calls, emails, chat, etc)
Assess support interactions based on internal standards
Accompany evaluations with meaningful and constructive feedback
Discuss and explain feedback with agents in regular meetings
Analyze all customer service metrics and how the support team’s performance affects those KPIs
Create strategies to improve support KPIs
Help agents improve their performance with specific instructions and constant support
Map the need for training and onboarding programs and initiate these projects
Monitor customer service performance on the agent and team level
Create reports that reflect support performance
Report support team’s performance to higher-ups
Participate in calibration sessions to maintain consistency in internal evaluations
Contribute to the team culture in a positive manner
Qualification
Required
Experience in the customer service space
Proficient in Excel
Proven track record of analytical skills
Hands-on experience in quality assurance
Great people skills and ability to communicate (negative) feedback
Good organizational skills, knowledgeable of goal-setting practices
Examples of data visualization abilities and understanding of support metrics
Perception of basic business metrics and how support impacts those
Problem-solving capabilities to create meaningful strategies to improve support quality
Benefits
Comprehensive medical, dental, and vision plan options
Health Savings Account (with HDHP enrollment)
Health & dependent care flexible spending accounts
Company-paid basic life insurance
Voluntary supplemental life insurance
Company-paid short-term disability insurance
Voluntary long-term disability
Company-paid Accident and Hospital Indemnity
401(k) with company match (Pre-tax & Roth options)
Paid PTO, bereavement leave, and maternity leave
7 company-paid holidays
Employee Assistance Program (EAP)
Company
Express Flooring
Express Flooring is a leading residential flooring company dedicated to making the flooring process effortless and stress-free.
Founded in 1999
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Steven Silvers
Chief Executive Officer
Bruno Ienni
Chief Financial Officer
Company data provided by crunchbase