Quality Agent- Shreveport, LA

Advanced Call Center Technologies, LLC•Shreveport, LA

1d•Onsite

About The Position

Under the general direction of the Director of Training & Quality, facilitates company and client monitoring and adherence to programs requirements. Position reports to the Manager, Training & Quality. Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Requirements

High School diploma/GED.
Minimum of one year of related call center experience.
Computer experience in a Windows and web-based environment.
Experience using internet, word processing, spreadsheet and calendar software required.
Ability to speak effectively in front of groups of employees or customers.
Ability to write and complete routine reports in various formats.
Ability to analyze, interpret and report results, trends and outcomes.
Ability to deal with problems involving several concrete variables in standardized situations

Nice To Haves

Associate’s degree or some college preferred.
Supervisor or training experience preferred.
MS Word, Excel and Outlook experience preferred.

Responsibilities

Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of customer care email and chat responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Provides call floor support
Other Duties as described my management