QA/ QC Experience Specialist

Pencor Services, Inc.; Lehighton (Carbon County); On-site; USD 42,000 - 62,000; Full time

Job summary

Blue Ridge Communications is seeking a Quality Control/Assurance Specialist to perform dual duties: quality control of work orders and quality assurance of customer and agent interactions within the Quality Team.

You will help ensure orders and complaints meet brand standards, monitor interactions, provide coaching feedback, and support training across departments, contributing to a consistently excellent customer experience.

Qualifications

• H.S. Diploma or GED required and Pennsylvania residency preferred.
• Strong communication skills, both oral and written.
• Ability to monitor and evaluate customer interactions for quality.
• Familiarity with order entry processes and CRM/monitoring tools.
• Willingness to learn and adjust to new processes and standards.

Responsibilities

• Perform dual role: quality control of work orders and quality assurance of customer/agent interactions.
• Ensure orders/complaints meet brand standards and are handled with excellence.
• Educate and provide feedback to agents and supervisors for coaching.
• Monitor calls, chats, and emails to uphold interaction guidelines.
• Prepare monthly reports and support training across departments as needed.

Skills

Communication

Time management

Detail oriented

Teamwork

Adaptability

Education

H.S. Diploma or G.E.D.

Tools

ICOMS

VPI software

Excel

Job description

Company: Blue Ridge Communications

Shift: Tuesday-Saturday, 10:00AM-7:00PM

Pencor and its subsidiaries are Equal Opportunity Employers

The Quality Control/Assurance Specialist will be a dual role within the Quality Team. In this position, 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.

The QA/QC Specialist is responsible for, but not limited to, ensuring customer orders and complaints are handled with excellence and meets our brand standard. We are responsible for setting quality standards for our order entry process in checking and reporting on accuracy. We aid teams by educating and providing feedback to the agent and supervisor for coaching purposes. We monitor and evaluate customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed. We are 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.

We are also responsible for monitoring similar quality standards with customer interactions for our Commercial and Level 2 Departments. These standards include, but are not limited to, how the agent greets and engages the customer, uses available resources, educates customers on products and services and makes retention efforts when needed, demonstrates excellence in phone etiquette and empathy when necessary, and ends the conversation.

Candidate must maintain a positive demeanor and know how to tactfully respond to the most challenging situations, as the agent will assist with escalated customer situations from our corporate office. It will be the candidates’ responsibility to research and resolve the customer’s issue expeditiously. We will also track and brainstorm areas for improvement with lessons learned from these escalations. Our focus will be to continually explore ways to improve the customer experience.

Feedback to the agent and leadership will be communicated both through email and possible one on one coaching sessions. This candidate may also join leadership meetings to report on error and escalation trends and possible training needs.

Monthly reports and individual agent feedback will need to be provided within required deadlines to ensure coaching and commissions are completed in a timely manner. We will also assist with New Hire Onboarding to showcase our quality standards. The candidate will also assist other L&D Departments when needed and help the customer care team during emergency states.

The QC/QA Specialist will support and follow company tone and brand standards. We are looking for this candidate to have a passion for customer service and working for Blue Ridge.

Qualifications:

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• 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