Quality Assessor

Milwaukee Tool • Brookfield, WI

2d

About The Position

The Commercial Quality Assessor plays a supporting role in call center operations by auditing and evaluating email and phone interactions to ensure compliance with Milwaukee Tool standards. This position is a self-directed, high-functioning member of the Technical Service Team, focused on maintaining quality, driving process improvements, and enhancing the overall customer experience.

Requirements

• High school diploma or equivalent education
• Ability to deal with confidential material
• Ability to create reports in analytical tools like (Power BI, Excel)
• Excellent verbal and written communication, organizational, and interpersonal skills

Nice To Haves

• Experience in quality assurance, auditing, call monitoring, or customer service evaluation preferred

Responsibilities

• Conduct systematic sampling, audits and assessments of call center interactions (phone and email) to ensure adherence to company standards and compliance requirements.
• Assist in assessing agent performance in alignment with established quality benchmarks and organizational policies
• Support clear, constructive feedback to team leaders and agents to drive performance improvement and increased customer satisfaction
• Prepare and contribute to monthly quality assurance reports for leadership, highlight trends, and actionable insights.
• Research and recommend industry best practices to enhance call center quality and customer experience.
• Support collection and analysis of “Voice of Customer” data to identify improvement opportunities.
• Collaborate with cross-functional teams to resolve quality-related issues and maintain consistent commercial quality standards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees