Quality Assurance Specialist
Consumer & Customer Care
Full Time
Augusta, Ga
2018-07-27

Quality Assurance Representatives (QAR) are responsible for evaluating and tracking call center quality and performance metrics. The QAR primary role is to utilize objective and professional audit procedures to ensure that each consumer and customer contacting Electrolux is provided quality service that is in compliance with company policies and CEC operational procedures.  In addition, QAR’s provide coaching and feedback to CEC business partners.  Therefore, this role must demonstrate tact, sensitivity, and professionalism. 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Maintain a dedication to providing exceptional customer and consumer service
  • Monitor and prepare written evaluations of CEC calls in a manner consistent with the current call assessment criteria
  • Provide constructive feedback, in a positive manner to enhance overall performance 
    Communicate regularly and professionally with business partners (including leadership and training)
  • Partner regularly with CEC training team to maintain alignment 
  • Support new hire training on quality assurance programs
  • Support Bilingual Quality Assessments across the CEC
  • Partner with Nesting program to provide agent coaching
  • Drive efficiency and change through continuous improvement – personal and team.
  • Track trends observed while monitoring incoming and outgoing call content 
  • Leverage the voice of the consumer to identify and make recommendations on products, brands and service improvements. 
  • Provide actionable data to various internal support groups as needed to drive improvement within the CEC
  • Update and maintain progress logs and other documents as necessary
  • Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members 
  • Participate in the implementation of various incentive programs
  • Perform additional duties as assigned
  • Provide backup support for other queues and departments as necessary (exception based)

Minimum Qualification

  • Associate degree, college degree strongly preferred
  • 2-year minimum experience in contact center

KNOWLEDGE, SKILLS & ABILITIES

  • Strong knowledge of customer care processes and techniques
  • Excellent communication skills - verbal, written and digital (email, chat, text)
  • Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs
  • Pro-active problem-solving skills
  • Ability to work well within team environment
  • Intermediate proficiency with keyboard (40 wpm) and Microsoft Office applications
  • Successfully navigates through ambiguity and change
  • Career ambitious
  • Ability to multi-task
  • Experience with SAP CRM, Service Power, IPL, Avaya phone systems a plus and Eluxpedia reference materials