Contact Center Quality Service Administrator

Goodwill of the Finger Lakes • Rochester, NY

22h • $20 - $22

About The Position

The Quality Service Administrator supports quality service delivery within Goodwill of the Finger Lakes’ Contact Center, which operates multiple hotlines and information and referral and customer service contracts. The role assists with implementing and reporting on quality assurance measures, contract reporting, staff training, and community outreach, and may act as a Unit Lead when needed. The administrator promotes the organization’s mission, vision, and guiding principles and contributes as an active Contact Center team member toward organizational and departmental goals.

The role evaluates inbound and/or outbound calls against established quality metrics using a proprietary Call Scorecard System. It documents and analyzes quality findings and trends, provides constructive feedback to employees and management, participates in calibration activities, completes projects related to regulatory compliance, and helps supervise Contact Center activity and coverage as needed. The position requires strong communication, analytical, organizational, customer service, and adaptability skills. The work regularly involves extended sitting and extensive computer and telephone-platform use; the work environment is usually low to moderate in noise.

Requirements

• Associate degree or an equivalent combination of education and 2 to 3 years of call center experience.
• Aptitude for researching, gathering, and analyzing information about Contact Center contracts; analytical skills; and ability to edit and proofread.
• Working knowledge of Microsoft Office applications, including Outlook, Excel, and Word.
• Working knowledge of computers and data management; familiarity with email programs, internet browsers, and internet search engines.
• Ability to write reports, business correspondence, and procedural manuals, and to present information effectively and respond to employee questions.
• Strong oral and written communication, listening, verbal, and interpersonal skills.
• Strong organizational and prioritization skills, including the ability to manage multiple projects and deadlines.
• Ability to work independently, set priorities, focus on critical activities, and follow up on daily issues.
• Ability to maintain objectivity and avoid bias in evaluations.
• Proven ability to exceed customer service standards.
• Ability to adapt quickly to change, work in a fast-paced environment, multitask, and operate under pressure while maintaining a positive attitude.
• Self-directed, accountable, diplomatic, team-oriented, and able to take initiative.
• Ability to review and edit call monitoring sheets and work collaboratively in a team environment.

Nice To Haves

• Knowledge of Microsoft Access.
• Familiarity with adaptive technology such as JAWS and/or Magic.
• Innovative, forward-thinking approach and ability to think outside the box.

Responsibilities

• Monitor inbound and/or outbound calls and assess customer service against established phone quality metrics using a proprietary Call Scorecard System.
• Document quality issues and performance measures for contract management review, analyze results and recurring trends, and share findings with management.
• Provide employee feedback that reinforces positive performance and supports continuous improvement.
• Promote a positive team environment, professionalism, and a positive organizational image in customer interactions.
• Participate in and facilitate calibration sessions, providing concise and constructive feedback.
• Complete quality projects as needed to measure compliance with regulatory requirements.
• Assist with supervision of Contact Center activity and coverage as needed, including acting as a Unit Lead.
• Assist with implementing and reporting on quality assurance measures, contract reporting, staff training, and community outreach.
• Support Contact Center and organizational goals while promoting the organization’s mission, vision, and guiding principles.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree