Hybrid QA/QC Experience Specialist

at Pencor Construction

• Job title: QA/QC Experience Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Lehighton, United States

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