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Customer Experience Supervisor/Quality Assurance Supervisor

itel
Jeff, IN
  • Expired: September 19, 2022. Applications are no longer accepted.

JOB SUMMARY: The Quality Assurance Supervisor will serve as the Customer Experience Supervisor - and is responsible for assessing the quality performance of the telephone department when interacting with existing and potential customers verbally and non-verbally to identify areas of improvement for the overall quality of the customer's experience.

KEY RESPONSIBILITIES:

  • Monitor inbound and outbound calls and emails for compliance, process improvements and accuracy and make recommendations for correcting
  • Lead calibrations with Clients and Operations to analyze problems and optimize processes
  • Use customer service expertise to assess existing practices and procedures for process improvement opportunities
  • Notify respective Operations and Trainers of any persistent problems associated with individual performance or procedures that require enhancement
  • Prepare and analyze internal and external quality reports
  • Provide coaching and feedback associated with performance as requested
  • Perform other duties as assigned

KEY COMPETENCIES

  • Have at least 1-2 years' experience in a similar role.
  • Have excellent written and verbal communication.
  • Have strong knowledge of Microsoft Office (including Excel, PowerPoint, Word)
  • Able to think outside the box.
  • High School Diploma.

SPECIAL CONDITIONS OF EMPLOYMENT:

  • Be prepared to work extended hours including weekends
Employment Type: FULL_TIME

itel

Address

Jeff, IN
USA

Industry

Manufacturing