InComm

Call Center Quality Assurance Analyst- Spanish/English

US-FL-Jacksonville
Type
Full-Time

Overview

Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

 

About This Opportunity

Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. 

 

Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start, or continue to grow your career.

We are looking for top talented individuals who are seeking a long term rewarding career in Customer Care.  We believe that our most valuable asset is our people!  

 

The Quality Assurance Analyst will be responsible for screening incoming calls and service tickets to ensure quality, service and adherence to company policies and procedures. This position provides feedback to Quality team and management to assist in the creation of performance improvement goals and the development of training programs that result in improved business operations. Position will have audit and process completion components regarding specific policies outlined. Statistical calculation and reporting will be required as assigned. Keen awareness regarding specific customer and/or employee behavioral patterns or encumbrances needed to identify areas of potential improvement both internally and externally for higher customer satisfaction. Provide and maintain the highest level of quality and commitment to customer excellence to both internal and external customers. 

 

Responsibilities

  • Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
  • Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
  • Analyze performance from quality assurance data and communicate trends to Quality Supervisor
  • Share performance data drawn from quality monitoring and review with team to identify potential training needs
  • Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
  • Assist in the preparation of call scripts and recordings assuring adherence to and approval as required by internal regulatory and compliance functions
  • Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching
  • Provide timely, accurate and courteous responses to questions from the floor regarding quality within timeframe established by management. Typically 72 hours
  • Adheres to punctual, regular and consistent attendance
  • Assist with escalated and inbound calls as needed
  • Initiate outbound calls as needed for customer follow up and/or resolution
  • Maintain awareness of system speed and failures and communicate to Management for resolution
  • Assist CSR’s with questions through proactive issue/problem identification and communication
  • Handle special projects as necessary

Qualifications

  • Must have previous Quality Assurance Analyst experience in a Call-Center Environment
  • Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with customers, Management, employees, corporate contacts, as well as clients
  • Must have demonstrated strong organizational, time-management, and written and oral communication skills
  • Ability to constructively confront peers and colleagues with value added input, feedback and assessments
  • Must have a high level of reason and analytical skills and the ability to be objective
  • Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
  • Substantial internal knowledge of products, quality, and performance metrics is required
  • Microsoft Word and Excel knowledge required
  • Must possess a strong work ethic and dependability a must
  • Associates Degree minimum, preferred
  • Spanish/English is a requirement for this role

Internal Candidates:

In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company. An employees performance must be in good standing in order to be given consideration for a voluntary transfer.

 

Qualifications for Internal Candidates:

  • Cannot be under any current active corrective actions.
  • Must be in good standing with all metrics.

 

 

 

 

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