Contact Center Quality Associate

HD Supply•New Braunfels, TX

1d•$17 - $19•Onsite

About The Position

Responsible for reviewing and auditing telephone interactions between contact center representatives and customers in a variety of center departments (credit, account services, sales, sales support, and Peachtree) to ensure the highest level of customer service is being provided.

Requirements

HS Diploma or GED strongly preferred.
Specialized skills training/certification may be required.
Generally 2-5 years of experience in area of responsibility.

Responsibilities

Monitors and evaluates inbound and outbound calls in accordance with business policy regarding call quality standards
Provides feedback to agents on call performance. Provides advice and guidance based on audit findings, and delivers performance feedback to associates.
Provides feedback and evaluation to department management, as well as the Training & Development team regarding trends and variances of established quality guidelines, policies, and procedures.
Supports additional projects, reporting, and initiatives within Quality Assurance; provides additional contact center operations support; and collaborates with Training & Development team as necessary to achieve organizational objectives.
Prepares and analyzes internal and external quality reports for management review.
Conducts special projects or tasks as assigned