QA Analyst working on testing strategy for internal applications at Focus Group. Collaborating closely with development team to ensure product quality and stability.
About the role
- QA/QC Specialist at Blue Ridge Communications maintaining quality standards for customer and agent interactions. Responsible for monitoring calls and providing feedback to improve customer service performance.
Responsibilities
- The QA/QC Specialist will be functioning as quality control to check work orders for accuracy and as quality assurance to monitor and evaluate customer and agent interactions.
- Responsible for ensuring customer orders and complaints are handled with excellence and meets our brand standard.
- Monitor and evaluate customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed.
- Responsible for setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team.
- Track and brainstorm areas for improvement with lessons learned from escalated customer situations.
- Provide feedback to agents and leadership through email and possible one-on-one coaching sessions.
- Monthly reports and individual agent feedback will need to be provided within required deadlines.
- Assist with New Hire Onboarding to showcase quality standards.
Requirements
- H.S. Diploma or G.E.D.
- Established residency in Pennsylvania
- Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
- Current performance in good standing with the company
- Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
- Knowledge of current monitoring and quality standards
- Knowledge of VPI software preferred
- Proficiency with Microsoft Windows / Office Programs – Excel
- Strong Communication Skills – Oral and Written
- Strong Organizational Skills / Detail Oriented
- Solid Time Management Skills with the flexibility to work overtime or adjust work schedule as needed
- Ability to learn quickly and possess an open mind to continuous change
- Ability to meet tight deadlines
- Ability to work effectively and professionally as part of a team as well as be an independent worker that is resourceful
- Ability to be self-motivated for continuous improvement
Benefits
- WFH 2-Day Flex: Tuesday-Saturday, 10:00AM-7:00PM
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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