Need Customer Representatives to work for busy call at center at home asap
|Location||:||Long Island City, New York, United States|
|Posted by||:||Marketinggrounds ( View user all ads )|
|Posted On||:||Mar 2, 2013|
Job Description Call Center Quality Control .NO EXPERIENCE NEEDED WE
WILL TRAIN IF NEEDED.
Join the leading global provider of services for the quality control
industry! Mericsystems, a subsidiary of Robinson & Ernst Holdings, Inc.
(NYSE: SLH), delivers market-leading solutions to more than 50,000
companies, worldwide. This global reach, combined with a strong
financial position, enables us to continually invest in our technology,
our clients and, our employees.
We are currently seeking a Call Center Quality Assurance Trainee for
our, OR office.
Perform real-time monitoring of customer calls and review/ evaluation
of recorded client calls to the departments within the Service Delivery
Organization to ascertain quality is within company's standards. Mentor
and provide guidance to individual associates in utilizing new
techniques to better serve customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•Monitors real time and recorded client calls for quality and adherence
to QCS standards/ guidelines and provide written constructive feedback
to the associate for each call.
•Reviews call reports for quality assurance and provide guidance in
order to enhance client call handling.
•Organizes and maintains documentation for Service Quality Observation
tracking (Excel charts and Witness folders).
•Provides regular on-the-spot training on QCS products and "best
practices" in customer service.
•Facilitates one-on-one and group training programs.
•Participate in the creation and modification of training materials for
•Performs follow up calls to clients on unresolved or mishandled
•Evaluates current quality assurance processes and makes
recommendations for improvement
•Applies voice of the customer (VOC) to improve customer service
throughout Service Delivery Organization.
EDUCATION, SKILLS AND EXPERIENCE
•High School Degree or equivalent required.
•College or technical degree in Computer Science or equivalent
combination of education and experience preferred.
•1-2 years customer service experience in a call center environment.
•1-2 years or help desk or technical support experience preferred.
Required Skills and Abilities:
•Ability to provide individualized Reviews
•Exceptional multitasking ability..
•Strong time management skills.
•Excellent written and oral communication skills.
Mericsystems is the world leader in Quality Control for Call centers
and internet business industry. As part of the Solera portfolio of
companies, we draw on our broad global claims market experience to
identify and implement best practices that drive continuous improvement
for our local customers and their trading partners.
Benefits of working with our company Include a starting salary of 45k
plus performance bonuses
- Not Applicable
- 0.00- 0.00 per Annum