Job Details
Description
The Quality Assurance Specialist is responsible for working alongside the support management team to identify quality, performance, and knowledge related issues in order to improve overall agent and team growth in providing excellent customer service. A strong help desk support knowledge is required in order to include troubleshooting of software, hardware, and networking issues.
Job Responsibilities:
Review required number of calls for all agents weekly to verify if they are adhering to procedures when handling calls
Create weekly reports of all evaluations to provide consistent documentation of agent’s call/ performance. Evaluations are performed utilizing the Jira Service Desk and Redbox call monitoring system
Address agent evaluations with management team
Provide corrective action steps/guidance as needed to agents as per the call center guidelines.
Assist management in identifying training needs
Research quality issues/customer complaints in order to provide detail feedback of the associated call along with ticket documentation to address customer concerns
Perform other duties as assigned
Job Qualifications:
Proficient in Windows Operating System (Windows 10 preferred), Microsoft Word and Excel
Ability to simultaneously manage many tasks and make quick decisions with a sense of urgency
Technology literate with conceptual understanding in PC computer software and hardware
Excellent written/verbal communication skills
Good organizational skills
Able to do shift work.
Proven customer service skills
Proven helpdesk support knowledge
Skilled in troubleshooting software, hardware, and networking issue.
Qualifications
Education
Preferred
High School or better.
Experience
Preferred
3 years: 3 years Helpdesk Experience
