Customer Service Quality Assurance Agent

Paper Alternative Solutions, Inc • Town of Colonie, NY

4d • Onsite

About The Position

As a Customer Service Quality Assurance Agent, you will be responsible for quality checking prerecorded customer service calls. These calls are received from various sources including employers, third parties, custodial parents, noncustodial parents, and out-of-state case workers. Initially, this is an in-office position, with the potential to transition to a work-from-home role upon meeting performance requirements. The role may also involve handling live calls during peak volume periods.

Requirements

• Excellent communication skills to work with management on meeting contractual required numbers as well as providing feedback to CSR via a web system for errors.
• Analytical skills to rapidly review and interpret data.
• Excellent keyboarding skills with PC and windows operation system.
• Strong attention to detail and accuracy
• Ability to identify discrepancies and errors efficiently
• Clear communication and coaching ability
• Basic computer proficiency and ability to navigate internal systems
• Ability to multitask and manage workflow

Responsibilities

• Review prerecorded customer service calls
• Provide feedback to CSR personnel via a web system so they understand and correct mistakes
• Handling live calls during peak volumes, as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed