Quality Specialist

Superior Plus•Wayne, PA

About The Position

The Quality Specialist monitors and evaluates Customer Service performance to ensure compliance with quality standards, policies, and procedures and to maintain a consistent, best-in-class customer experience. The role provides targeted feedback to support employee development and alignment with Superior Propane’s vision, mission, values, and goals. It also identifies trends and opportunities for continuous improvement and recommends quality improvement strategies to Customer Experience leadership. Because the position handles sensitive employee performance information, the Quality Specialist must act diplomatically and professionally and maintain confidentiality.

Requirements

At least one year of experience in a customer-facing role in a Customer Experience Contact Center.
Outstanding customer service skills and dedication to providing a best-in-class customer experience.
Commitment to continuous quality improvement.
Ability to work professionally and effectively with diverse people at all levels, including Agents, Trainers, Contact Center Management, and subject matter experts.
Self-motivated and able to work as a self-starter.
Solid time management skills and keen attention to detail.
Excellent judgment and decision-making capabilities.
Ability to work with remote sites.
Excellent listening, oral and written communication, and analytical skills.
Ability to multitask and work successfully in a fast-paced team environment while adapting to frequently changing priorities.
Results-driven, with the ability to meet or exceed established performance metrics.
Previous experience with QA software and solutions such as Avaya or Calabrio.
Proficiency in Microsoft Word and Excel.
Legal authorization to work in the United States; employment visa sponsorship is not available now or in the future.

Nice To Haves

Proficiency in spoken and written Spanish is an asset.

Responsibilities

Monitor and evaluate quality across contact center teams, including Sales, Customer Service, Change of Ownership, Customer Care, and Back Office Administration, covering voice and non-voice processes.
Review customer calls, emails, and chats for conformance to guidelines and procedures, voice inflection, customer experience, systems usage, and fraudulent activity.
Provide specific, targeted agent and employee feedback to supervisors to support developmental coaching and optimal performance.
Provide data insights, identify opportunities and gaps, and recommend improvement plans and strategies.
Recommend process improvements based on personal observations or feedback from agents.
Coordinate and participate in call calibration sessions with supervisors and agents to align on quality assessment practices.
Participate in designing and continually improving monitoring formats and quality standards.
Collaborate with the Manager to enhance the training curriculum and performance measurement tools.
Support the team with data to drive improvements in overall departmental performance.
Use the quality management system to analyze data and identify trends or issues affecting customer experience or operational performance at individual and team levels.
Monitor the quality of all customer contact types.
Prepare statistical reports for leadership on Contact Center performance and performance gaps.
Participate in customer and client listening programs to identify customer needs and expectations.
Prepare and analyze internal and external quality reports for management review.
Carry out other responsibilities, activities, and assignments as required.