HomeSafe Alliance · 7 hours ago
Contact Center Quality Auditor
Newark, DE
Full-time
Remote
Entry, Mid Level
2+ years exp
Maximize your interview chancesTransportation/Trucking/Railroad
No H1B
U.S. Citizen Only
Insider Connection @HomeSafe Alliance
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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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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
Funding
Current Stage
Growth StageLeadership Team
Robert Nicholson
Chief Executive Officer
Scott Evasius
CFO & VP of Business Operations
Company data provided by crunchbase
