Job Details
PeopleShare is seeking a Call Center- Quality Assurance and Training Specialistin Princeton, NJ for a growing global emergency services company!Schedule is Monday- Friday, 8:45AM-5PMPay Rate: $60,000-$70,000k/year, with full benefits package including Health, 401k, Dental, VisionJob Responsibilities & Description for Call Center- Quality Assurance and Training Specialist:In close collaboration with the operations department, monitor team members' performance related to the expectations set by the organization through daily call monitoring and review of documented cases.Identify trends, issues, and best practices, and take appropriate action as needed.In close collaboration with relevant department management and team members, conduct new hire training ensuing new hires are well educated and trained on department policies, processes, expectations and QA goals.Maintain and develop internal support and call center quality standardsReview a subset of support agents' conversations (calls, emails, chat, etc)Assess support interactions based on internal standardsAccompany evaluations with meaningful and constructive feedbackDiscuss and explain feedback with agents in regular meetingsAnalyze all customer service metrics and how the support team's performance affects those KPIsCreate strategies to improve support KPIsHelp agents improve their performance with specific instructions and constant supportMap the need for training and onboarding programs and initiate these projectsMonitor customer service performance on the agent and team levelCreate reports that reflect support performanceJob Requirements for Call Center- Quality Assurance and Training Specialist:Training & development: 2 years+Quality assurance: 2 years+Analytics: 1 year+ Bachelors degree or relevant work experience of 5+ years Excellent classroom and one on one training skills required.#IND8Requirements:Job Type:Temp to HirePost Date:06/14/2024