Call Center Quality Assurance Associate

Current Location:

Elizabeth, New Jersey

Job Type:

Permanent

Salary Desc:

Hourly

Start Date:

Ongoing

Date Posted:

5/2/2019

Sector:

Quality Assurance, Customer Service
This job has expired and you can no longer apply for it.
Please Register for us to find the latest jobs.

Job Description

Call Center Quality Assurance Associate - Elizabeth, NJ
 
The Call Center Quality Assurance Associate (QA) is responsible for assessing the quality of the performance of our Call Center Associates who support our existing customers. The QA will monitor inbound and outbound calls, email responses and other assigned work to assess associates demeanor, customer service performance, and conformity to company policies and procedures. This individual will help develop, create and implement call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Megabus customer experience.
 
Responsibilities Include, But Are Not Limited To:

  • Develops call monitoring formats and helps to identify quality standards.
  • Performs call/email monitoring and provides trend data to management.
  • Leads and facilitates call calibration sessions for call center staff.
  • Provides actionable data to management as needed, to improve customer support.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Recommend system changes based on QA findings, to improve quality and efficiency within support.
 
 Things That Should Be In Your Background:
  • 3 plus years of call center quality assurance experience required. 
  • Ability to use Microsoft Excel, Word and PowerPoint to identify, solve and communicate results.
  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  
Other Attributes That Will Help You In This Role:
  • Bachelor’s degree preferred.
  • Self-motivator and self-starter.
  • Strong attention to detail and organization skills.
  • Enthusiasm and the ability to thrive in an atmosphere of constant change. 
  • Excellent time management skills.
  • Ability to work with a diverse team in a fast-paced environment.
Interested candidates can apply on line at www.coachusa.jobs or send reseume directly to:
latisha.bray@coachusa.com

 In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status.

Similar Jobs

New Jersey
Commensurate with Experience
New Jersey
Hourly Position
New Jersey
Commensurate With Experience
Recommend Call Center Quality Assurance Associate to a friend
Your Name:
Your Email:
Friend's email:
Message:
Your profile will be reviewed as part of the application process so please ensure it is fully complete before applying. Are you ready to submit it as is?

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status.


Please review our Terms & Conditions and also our Privacy Policy , or contact us for more information.
Careers Website by Recsite