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Quality Assurance Representative
DELAND FL 32721
Category: Telecommunications
  • Your pay will be discussed at your interview

Job code: lhw-e0-89691514

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Sykes

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Summary

  Job posted:   Wed May 16, 2018
  Distance to work:   ? miles
       
  1 Views, 0 Applications  
 
Quality Assurance Representative
**QA - Deland, FL**


The position is responsible for monitoring the telephone interactions ofall employees. The Quality Assurance Representative will also be responsible for the coaching and development of all the representatives they monitor. This responsibility includes coordinating the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information.Additionally the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well asproviding direct feedback to the representatives.


**ESSENTIAL DUTIES AND RESPONSIBILITIES**

include the following. Other duties may be assigned.


+ Acts as a resource and advisor to account and team through various forms of call monitoring to insure that agents are adhering to policies and procedures when meeting customers' needs and requirements.

+ Acts as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring.

+ Acts as a resource and advisor to individual agents, by performing individual coaching to agents to insure correction and prevent quality slippage.

+ The Quality Technician has frequent communications with the Training dept., Team Managers, and Account Managers.

+ Compiles daily, weekly and monthly monitoring reports.


**QUALIFICATIONS:**


To perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.


+ Computer skills- knowledge of Excel, Word, Microsoft Office, Windows, Typing (40wpm).

+ Abilities- Confidentiality, good verbal and written skills, ability to teach in adult education, ability to define problems, collect data, establish facts recommend corrective approaches, and perform coaching sessions to maintain or exceed targeted quality levels.

+ Flexibility- Days, evenings, weekends. Shifts will vary.

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