Customer Support & Quality Assurance Lead

Habitat for Humanity International - HQ; United States; Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

Habitat for Humanity International - HQ is seeking a seasoned administrative professional to support the contact center. You will assist with quality assurance, handle escalated issues, and contribute to continuous improvement initiatives.

The role involves compiling performance reports, coordinating with IT/ops on system issues, and ensuring accurate customer data. Prior experience in a call center or customer support is valued, along with process-improvement capabilities.

Qualifications

• High school diploma or equivalent is required.
• At least 7 years of related experience in a similar role.
• Associate’s degree or certificate in a related field is preferred.
• Experience in customer support or call centers is beneficial.
• Familiarity with billing and order processing systems is desirable.
• Experience in process improvement is advantageous.

Responsabilités

• Handles advanced or escalated customer service requests and complaints.
• Assists with quality monitoring and process documentation.
• Supports new staff training and onboarding.
• Compiles and reviews service and performance reports.
• Coordinates with IT and operations for system/process issues.
• Maintains and updates customer account and order information.
• Provides input on workflow improvements.
• Ensures compliance with regulatory and organizational procedures.

Connaissances

Customer service

Quality assurance

Process improvement

Formation

High school diploma or equivalent

Associate's degree or certificate

First level university degree

Outils

Billing systems

Order processing systems

CRM software

Description du poste

Habitat for Humanity International - HQ is seeking a seasoned administrative professional to support the contact center. You will assist with quality assurance, handle escalated issues, and contribute to continuous improvement initiatives.

The role involves compiling performance reports, coordinating with IT/ops on system issues, and ensuring accurate customer data. Prior experience in a call center or customer support is valued, along with process-improvement capabilities.