Quality Control representative (QC) is responsible for assessing the quality of the performance of our customer care agents who deal with our customers.
The QC agent will monitor email responses to assess agents customer service performance and conformity to company policies and procedures.
This individual will assist in developing, creating and implementing customer care quality processes and procedures.
Perform regular evaluations on customer care email responses.
Provides accurate data to help agents improve their performance.
Participates in QC calibration sessions for the customer care team.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
0.5 - 2 years Customer Care Quality Assurance / Control Experience
Bachelor Degree a plus
Excellent verbal, written and interpersonal communication skills;
Outstanding customer service skills and dedication to providing exceptional customer care;
Must be self-motivator and self-starter;
Focus on quality and customer service;
Exceptional listening and analytical skills;
Solid time management skills;
Must be able to effectively deal with people at all levels inside and outside of the Company;
Creative ability & writing proficiency;
Ability to multitask and successfully operate in a fast paced, team environment;
Must adapt well to change and successfully set and adjust priorities as needed;
Must be proficient with Microsoft Office (intermediate Word, basic Excel);