InComm

  • Quality Assurance Supervisor, I (Call Center)

    Job Location 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

    This position requires a mentality of “One Call Resolution” and Superior Customer Care philosophy. Candidate should possess strong ability to embed a high level of expectation of great customer care skills while encompassing a standard of excellence in the quality of a call. Candidate will be responsible for establishing the standards for Quality monitoring; providing real time coaching; creating, defining and implementing areas of opportunity for continual refresher training throughout the call center; developing a module for new hire trainees on call quality and overcoming objections; reporting statistics.  Candidate must also develop a strong knowledge of all processes and procedures, products and disciplinary action variables. Good judgment and the ability to communicate effectively are essential for the position.  The hours for this position are 10a-7pm Monday-Friday.

    Responsibilities

    • Monitors and evaluates the quality and content of inbound and/or outbound telephone calls and provides direct feedback to the agents.
    • Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved.
    • Provides continual feedback and information data to management for improvement of Customer Service skills across multiple products, as well as, recommendations to improve our training program.
    • Coordinates call calibration for Team Leads, Supervisors, and Managers once a month or bi-monthly.
    • Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards.
    • Participates in new hire training by developing a Quality Assurance module to include complete understanding of call expectations encompassing content, accuracy of information, overcoming objections and tone.
    • Recommends and conducts scheduled classes on all employees regarding areas of concern or floor inconsistencies in product or performance.
    • Become cross trained in all products and serves as a back up for new hire training as needed due to unavailability of Trainer.
    • Manage and oversee all quality for 10 representatives.

    Qualifications

    • Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with employees, Management, corporate contacts as well as customers and clients.
    • Position also involves the ability to create and present training materials in a one-on-one and/or classroom style setting to new and existing employees.
    • Communication skills are critical.  Candidate must be able to effectively and appropriately read, write, and speak English.  The ability to read, write, and speak Spanish is a plus. 
    • Must be able to handle multiple tasks while working independently, without direct supervision, and be able to direct and manage the work of others.   
    • Should possess a wide degree of creativity, flexibility, and latitude.
    • Must possess strong analytical, organizational, and time-management skills.
    • Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff.
    • Computer fluency is required, including knowledge of call center software, Microsoft Office and the Internet is essential.
    • Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment.
    • Must possess a strong desire to provide superior customer care. 
    • Able to make decisions with high level of confidence.
    • Prior Financial Services experience in a CallCenter atmosphere is preferred.
    • Experience with Quality Assurance / Quality Monitoring needed.
    • Bachelor’s degree or equivalent experience and at least two years of experience in a call center environment.
    • Internal candidates must have at least 3-5 years of prior Supervisory/Management experience with an emphasis on quality assurance.   Internal candidates can not be under any final corrective actions.   

    PHYSICAL DEMANDS:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, the employee is regularly required to sit, use hands to operate basic office equipment (i.e. computer, printer, copy/fax, etc.) and type, frequently talk and hear, reach with hands and arms, frequently stand and walk around to provide assistance to team members, and occasionally stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision.

    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 employee can not be under any final corrective actions.

    In some cases, a call center employee may be considered for an internal transfer before reaching six (6) months of service if there is a business need. This is handled on a case by case basis and several factors are considered including but not limited to business need, performance and experience.

    This position is eligible for the Employee Referral Bonus Program

     

     

     

     

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