Call center- Quality Specialist. from Kaygen Inc.
Chandler, AZ
About the Job
KAYGEN is an emerging leader in providing top talent for technology based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries.
Description:
TITLE: Quality Specialist-ECW
Location: Chandler, AZ
Education - Minimum High School
Job Description:.
Working knowledge of recording platform (e.g. NICE) is a plus.
Automotive finance experience preferred.
Job Description
Who we’re looking for:
Our Client’s Quality Assurance Team is looking for a passionate and highly motivated Quality Specialist.
The primary responsibility of this role is to perform a review of the quality and accuracy of work functions performed by call center and/or external business partner team members.
Reporting to the Quality Assurance Supervisor, the person in this role will support Quality and Compliance objectives.
What you’ll be doing
Benefits with Kaygen
-Healthcare Insurance
-Vision and Dental Insurance
-401(k) Retirement Plan
-Free Life Insurance
-Vacation Time Off
-Sick Time Off
-Family Medical Leave (FMLA)
Achieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like:
• Certifications
• Mentorship Program
• Referrals
• Family and Wellness benefits
• Continuous Growth and Career Development
Description:
TITLE: Quality Specialist-ECW
Location: Chandler, AZ
Education - Minimum High School
Job Description:.
- Quality Specialists provide a review of the quality and accuracy of work functions
- Performed by call center team members within Our Client / PL call centers and their corresponding external business partners.
- The observations from which are used to develop performance trending while identifying performance gaps.
- Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.
- Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
- Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
- Leverage recording/monitoring application to compile data, generating reports to support business goals.
- The following functions/accountabilities are essential for all jobs:
- Work collaboratively with team members
- Meet regular performance expectations
- Strong written communication skills
- Strong attention to detail and organizational skills are required
- Knowledge of Microsoft Office applications (Word, Excel, etc.)
- Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
- Ability to maintain regular and predictable attendance to support team and business objectives.
- Capability to work flexible hours, which may include day, evening and weekend hours.
- Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
- Attendance and Punctuality are essential for this position
- Must have functional high speed internet connection that will facilitate working from home.
Working knowledge of recording platform (e.g. NICE) is a plus.
Automotive finance experience preferred.
Job Description
Who we’re looking for:
Our Client’s Quality Assurance Team is looking for a passionate and highly motivated Quality Specialist.
The primary responsibility of this role is to perform a review of the quality and accuracy of work functions performed by call center and/or external business partner team members.
Reporting to the Quality Assurance Supervisor, the person in this role will support Quality and Compliance objectives.
What you’ll be doing
- Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
- Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
- Leverage recording/monitoring application to compile data, generating reports to support business goals.
- Our Client is looking for individuals with strong business sense and practical expertise. Successful candidates should have:
- Automotive finance experience preferred
- Work collaboratively with team members
- Meet regular performance expectations
- Strong written communication skills
- Strong attention to detail and organizational skills are required
- Knowledge of Microsoft Office applications (Word, Excel, etc.)
- Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
- Ability to maintain regular and predictable attendance to support team and business objectives.
- Capability to work flexible hours, which may include day, evening and weekend hours.
- Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
- Attendance and Punctuality are essential for this position
- Must have functional high speed internet connection that will facilitate working from home.
Benefits with Kaygen
-Healthcare Insurance
-Vision and Dental Insurance
-401(k) Retirement Plan
-Free Life Insurance
-Vacation Time Off
-Sick Time Off
-Family Medical Leave (FMLA)
Achieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like:
• Certifications
• Mentorship Program
• Referrals
• Family and Wellness benefits
• Continuous Growth and Career Development