QA/ QC Experience Specialist

Pencor Services•Lehighton, PA

8d•Hybrid

About The Position

The Quality Control/Assurance Specialist will be a dual role within the Quality Team. In this position, the QA/QC Specialist will be functioning as quality control to check work orders for accuracy and as quality assurance to monitor and evaluate customer and agent interactions. The QA/QC Specialist is responsible for, but not limited to, ensuring customer orders and complaints are handled with excellence and meets our brand standard. We are responsible for setting quality standards for our order entry process in checking and reporting on accuracy. We aid teams by educating and providing feedback to the agent and supervisor for coaching purposes. We monitor and evaluate customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed. We are responsible for setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team. We are also responsible for monitoring similar quality standards for our customer interactions for the Commercial Dept., Aucera partnership, and our Level 2 Dept. These standards include, but are not limited to, how the agent greets and engages the customer, uses available resources, educates customers on products and services and makes retention efforts when needed, demonstrates excellence in phone etiquette and empathy when necessary, and ends the conversation. Candidate must maintain a positive demeanor and know how to tactfully respond to the most challenging situations, as the agent will assist with escalated customer situations from our corporate office. It will be the candidates’ responsibility to research and resolve the customer’s issue expeditiously. We will also track and brainstorm areas for improvement with lessons learned from these escalations. Our focus will be to continually explore ways to improve the customer experience. Feedback to the agent and leadership will be communicated both through email and possible one on one coaching sessions. This candidate may also join leadership meetings to report on error and escalation trends and possible training needs. Monthly reports and individual agent feedback will need to be provided within required deadlines to ensure coaching and commissions are completed in a timely manner. We will also assist with New Hire Onboarding to showcase our quality standards. The candidate will also assist other L&D Departments when needed and help the customer care team during emergency states. The QC/QA Specialist will support and follow company tone and brand standards. We are looking for this candidate to have a passion for customer service and working for Blue Ridge.

Requirements

H.S. Diploma or G.E.D.
Established residency in Pennsylvania
Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
Current performance in good standing with the company
Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
Knowledge of current monitoring and quality standards
Knowledge of VPI software preferred
Proficiency with Microsoft Windows / Office Programs – Excel
Strong Communication Skills – Oral and Written
Strong Organizational Skills / Detail Oriented
Solid Time Management Skills with the flexibility to work overtime or adjust work schedule as needed
Ability to learn quickly and possess an open mind to continuous change
Ability to meet tight deadlines
Ability to work effectively and professionally as part of a team as well as be an independent worker that is resourceful
Ability to be self-motivated for continuous improvement