Job Description:
We realize that our greatest assets are our best-in-class associates, which is why we’re dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with Safe Step Walk-In Tub. Together, we can continue to lead the industry and help build our nation’s infrastructure from the ground up. Join our team today.
The Quality Control Specialist is responsible for the coordination of leads through our product management system. Monitoring inbound customer calls and Agent data entry processing to ensure call center standards in line with Company rules and regulations. Ensuring all leads generated are of the highest quality for Territory Coordinators, Management and representatives in the field.
Responsibilities:
- Monitor and evaluate a high volume of inbound calls for compliance.
- Organize and assign all web leads to Territory Coordinators in a timely manner.
- Manage multiple Web based Lead Management tools and CRM’s.
- Generate reports through our Lead Management tools, communicating results and make recommendations to improve adherence with internal policies, procedures and/or regulations.
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.
- Monitor the effectiveness and quality of incoming calls as well as the effectiveness of training received on products, services, system applications, etc…
- Identify potential process improvements and assist with improvement initiatives when appropriate.
- Prepares internal reporting on quantity, quality and performance statistics and shares details with Leadership teams.
- Conducts audits and tracks results for customer service representatives and data entry technicians.
- Communicates reminders, exceptions and trends to the call center floor, supervisors and management.
Qualifications:
- High School Diploma or equivalent
- Computer literate with the ability to learn customer service software applications and ability to type 30 wpm
- Ability to work and complete projects without supervision, self-motivated.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and paternal), employee assistance programs, associate discounts, community involvement opportunities, and much more!