Customer Service Quality Assurance Specialist

Roles and Responsibilities:

• Understand the role and technical skills required of agents,
• Monitor and evaluate calls, chats, and tickets to identify deviations from organizational policies and standards.
• Synthesize and analyze interaction data to report on ticketing, QA scores, average handle time, timing, and other key metrics.
• Audit and review quality assurance processes and tasks, looking for continuous improvement.
• Document opportunities and provide feedback and coaching to improve contact center quality.
• Foster an environment of continual process and operational improvement for the Contact Center.
• Administration of the quality assurance module within the virtual contact center software.
• Bi-Weekly coaching sessions and calibrations with agents.
• Real-time live coaching and shadowing sessions with agents.
• Build a strong relationship with key stakeholders in the Contact Center.
• Assist with onboarding and nesting program for agents.
• Assist in the creation of soft skills, customer service, and ticket management training courses.
• Meet monthly KPI goals and objectives that will be set by the department head monthly as needed for business needs.

Education and Years of Experience:

• High School diploma or better.
• Advanced skillset for utilizing Microsoft Office products such as PowerPoint and Excel.
• 3 years of relevant experience working in a contact center environment.
• Experience in Managed Mobility Services - a strong understanding of mobility terminology and troubleshoooting
• Experience using an analytics tool such as Domo or Qlik.
• Experience using contact center software such as Five9 or Nice inContact.

Requirements:

• Knowledge on basic IT and mobility terminology and troubleshooting
• Regular and reliable attendance.
• Ability to work overtime to complete tasks.
• Strong time management and prioritization skills.
• Strong attention to detail and organizational skills.
• An analytical mind and inclination for problem-solving.
• Ability to analyze ticket notes for structure, grammar, and comprehension.
• Ability to coach and mentor agents for improvement.
• Strong verbal and written communication skills.
• Ability to obtain state and local clearance.

Desired Skills/Experience:

• Ability to work independently without relying on significant management oversight.
• Previous experience in coaching agents to make changes in the best interest of the customers.
• Strong organizational and communication skills.
• Proficiency to use Microsoft Office suite.
• Experience in a contact center.

Physical Requirements:

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Additional Requirements:

• Ability to work after hours and on weekends to deliver projects on time when necessary.

• Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development
• Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment through Spotlight, employee referral
• Wellness – Healthcare benefits, Wellness programs provide employees with several wellness options