Join the leading global provider of services for the quality control industry! , a subsidiary of Robinson & Ernst Holdings, Inc. (NYSE: SLH), delivers market-leading solutions to more than 50,000 companies, worldwide. This global reach, combined with a strong financial position, enables us to continually invest in our technology, our clients and, our employees.
We are currently seeking a Call Center Quality Assurance Trainee for our, OR office.
Perform real-time monitoring of customer calls and review/ evaluation of recorded client calls to the departments within the Service Delivery Organization to ascertain quality is within company's standards. Mentor and provide guidance to individual associates in utilizing new techniques to better serve customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•Monitors real time and recorded client calls for quality and adherence to QCS standards/ guidelines and provide written constructive feedback to the associate for each call.
•Reviews call reports for quality assurance and provide guidance in order to enhance client call handling.
•Organizes and maintains documentation for Service Quality Observation tracking (Excel charts and Witness folders).
•Provides regular on-the-spot training on QCS products and "best practices" in customer service.
•Facilitates one-on-one and group training programs.
•Participate in the creation and modification of training materials for customer service
•Performs follow up calls to clients on unresolved or mishandled customer interactions.
•Evaluates current quality assurance processes and makes recommendations for improvement
•Applies voice of the customer (VOC) to improve customer service throughout Service Delivery Organization.
EDUCATION, SKILLS AND EXPERIENCE
•High School Degree or equivalent required.
•College or technical degree in Computer Science or equivalent combination of education and experience preferred.
•1-2 years customer service experience in a call center environment.
•1-2 years or help desk or technical support experience preferred.
Required Skills and Abilities:
•Ability to provide individualized Reviews
•Exceptional multitasking ability..
•Strong time management skills.
•Excellent written and oral communication skills.
We are the world leader in Quality Control for Call centers and internet business industry. As part of the Solera portfolio of companies, we draw on our broad global claims market experience to identify and implement best practices that drive continuous improvement for our local customers and their trading partners.
Benefits of working with our company Include a starting salary of 45k plus performance bonuses