Quality Assurance Associate III

Conduent Commercial Solutions, LLC•, Remote US

3d•$18 - $19•Remote

About The Position

Conduent is expanding its Support Team, and we're looking for a Contact Center Supervisor to lead and inspire a team of customer service professionals. If you have a passion for driving operational excellence and want to be part of a dynamic work environment, we want to hear from you!

Requirements

Minimum of 3 years in a supervisory or QA role within a call center environment.
Demonstrated commitment to delivering exceptional customer service.
Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills.
Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions.
Excellent communication and interpersonal skills.

Nice To Haves

Basic understanding of telecommunications products and services is a plus.

Responsibilities

Lead and motivate a team of customer service representatives to achieve performance targets and deliver outstanding service.
Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements.
Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction.
Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development.
Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed.
Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience.
Foster open communication within the team, promoting a collaborative and positive work environment.