Quality Assurance Specialist

Ezee Fiber; Chicago (IL); On-site; USD 45,000 - 75,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Quality Assurance Specialist, der eine Schlüsselrolle bei der Sicherstellung von Qualitätsstandards im Kundenservice spielt. In dieser Position werden Sie interne Benchmarks etablieren und die Leistung des Teams überwachen, um eine herausragende Servicequalität zu gewährleisten. Sie werden eng mit Agenten zusammenarbeiten, um Feedback zu geben und deren Fähigkeiten zu fördern. Wenn Sie eine Leidenschaft für analytische Herausforderungen und Kundenservice haben, ist dies die perfekte Gelegenheit für Sie, in einem dynamischen Umfeld zu arbeiten, das Innovation und Teamarbeit schätzt.

Benefits

Gesundheits-, Zahn- und Augenversicherung

Bezahlte Freizeit

Wettbewerbsfähiges Gehalt

Großzügige Sozialleistungen

Qualifications

• Starke analytische Fähigkeiten und Erfahrung in der Qualitätssicherung.
• Exzellente schriftliche und mündliche Kommunikationsfähigkeiten.

Responsibilities

• Etablierung und Verfeinerung interner Qualitätsbenchmarks für den Kundenservice.
• Überwachung und Analyse von Anrufen zur Qualitätssicherung.

Skills

Kundenservice

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Organisationsfähigkeiten

Problem-Lösungsfähigkeiten

Education

Erfahrung im Kundenservice

Kenntnis von Qualitätssicherungsprogrammen

Tools

Microsoft Office Suite

Job description

Ezee Fiber is seeking an analytical individual with strong customer service and communication skills, this person will work to maintain a desired level of quality in our services and products, especially by means of attention to every stage of the process of delivery.

About Ezee Fiber

At Ezee Fiber, we’re dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.

Responsibilities

• Establish and refine internal support and call center quality benchmarks to ensure optimal service delivery.
• Evaluate support engagements against predefined quality criteria.
• Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc..).
• Monitor and analyze recorded and live telephone calls for quality assurance purposes.
• Provide comprehensive and constructive feedback alongside evaluations.
• Engage in regular meetings with agents to discuss and elaborate on feedback.
• Offer coaching and feedback to agents to enhance their performance.
• Guide the team in improving agent performance through specific instructions and ongoing support.
• Identify training and onboarding needs and spearhead related initiatives.
• Facilitate calibration sessions to maintain consistency in internal evaluations.
• Collaborate with the Reporting Team to generate comprehensive reports reflecting support performance.
• Oversee customer service performance at both individual agent and team levels.
• Report the support team’s performance to senior management.
• Foster a positive team culture through active contribution.

Qualifications

• Participation in the development and implementation of call quality programs.
• Excellent communication skills, both written and verbal, for effective documentation.
• Proficiency in maintaining accurate and up-to-date records, including agent interactions.
• Ability to prepare regular reports on agent resolution activities and outstanding issues.
• Strong adherence to compliance with relevant laws, regulations, and company policies.
• Prior experience in the customer service domain.
• Demonstrated analytical skills and experience in quality assurance.
• Competency in setting quality standards for inbound, outbound calls, emails, and chat
• Strong organizational skills and familiarity with goal-setting practices.
• Proficiency in data visualization and understanding of support metrics.
• Awareness of basic business metrics and the impact of support operations.
• Aptitude for problem-solving to devise effective strategies for improving support quality.
• Proficiency in computer navigation and the Microsoft Office Suite.
• Ability to work independently and adapt to flexible hours as needed.
• Involvement in various projects and willingness to undertake additional duties as required.
• Competitive compensation package
• Health, Dental and Vision insurance
• Paid time off and other generous benefit programs

Why Join Us:

At Ezee Fiber, we are committed to fostering a diverse and inclusive environment where innovation thrives. As the Quality Assurance Specialist, you will play a critical role that directly impacts our company’s growth and success. Join us and shape the future of the telecommunications industry with a team dedicated to excellence and innovation.