Be an early applicantLess than 25 applicants

Company

HomeSafe Alliance · 7 hours ago

Contact Center Quality Auditor

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Transportation/Trucking/Railroad

No H1B

U.S. Citizen Only

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Responsibilities

Perform quality review of a subset of contact center customer interactions and/or processes to determine department and representative performance and identify process gaps for improvement.

Monitor, evaluate and score contact center communications against established quality assurance standards to ensure contractual compliance and representatives adhere to predetermined quality standards.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Identify issues and make recommendations for process and quality improvement based on customer feedback and contact center best practices.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

Participate in calibration sessions to maintain consistency in internal evaluations.

Support and communicate business goals, quality standards, processes, procedures, and policies.

May perform other related duties and responsibilities as assigned and/or required.

Qualification

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Quality auditingCustomer interaction scoringMicrosoft Office SuiteContact center experienceNICE software experienceMilitary move management

Required

High School diploma or equivalent

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Exceptional listening and analytical skills, with a strong attention to detail.

Strong verbal and written communications with the ability to provide 360-degree feedback.

Ability to work as part of collaborative team as well as autonomously.

Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint

Must be a U.S. citizen due to contractual requirements.

Preferred

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Experience utilizing NICE software/applications.

Advanced knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.

Benefits

Medical, Dental and Vision Insurance.

Paid time off (PTO) Three weeks of PTO for newly hired employees

401(k)

Health and Wellness Programs

Disability, Life and AD&D insurance

Employee Support program

Family Support: Bright Horizons, child and elder care services

Teladoc Medical Experts, second opinion program

Travel Accident & Medical

TRICARE Supplement Plan

Voluntary Benefit Plans

And more!

Company

HomeSafe Alliance

HomeSafe Alliance delivers quality global household moving services for America’s military service members, their families, and for civilians working for the U.S.

201-500 employees