Job Description:
• Observations on recorded or live agent calls and score them against a TP and client provided standard
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Complete all work assignments within deadlines given
• Attend TP and client meetings and functions as assigned
• Maintain a set work schedule allowing for flexibility based on business needs
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure value added CSAT analytics, methods and practices are provided to operation
• Client interaction as it relates to CSAT analytics, methods, and processes
• Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction
• Support supervisor teams with representative quality execution
• Support supervisor teams in calibration session
• Support new hire quality training and transition
• Participate in any new policy training to ensure all policies are understood
• Ensure all QA Analyst reporting, and communication requirements are met
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other duties as assigned by supervisor or other members of management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Requirements:
• Experience using GDS Sabre
• 2+ years
• Must be at least 18 years old
• Accurately perform observations
• Previous call center experience with four (4) or more of the following:
• Bachelor’s degree or equivalent experience
• 6 plus months experience as an inbound call center customer service representative
• 6 plus months experience as a mentor, trainer, or acting supervisor
• 6 plus months of previous quality assurance experience
• Analytical and problem-solving skills
• Ability to analyze and identify agent trending
• Ability to assess individual and team performance
• Strong written and verbal communications skills
• Strong leadership skills
• Highly productive
• Excellent organizational and time management skills
• High level of expertise in company and client policies, tools, applications, and practices
• Experience with creating or compiling reports using various sources of data
• Must be extremely detail oriented
• Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
• Experience with standard business applications including MSOffice (Excel experience a must)
• Strong team building and leadership skills focused on production-oriented goals
• Able to manage multiple priorities in an ever-changing environment
• Internal knowledge of TPUSA CSAT analytics processes
• Excellent attendance history is required
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
• Must not be on any step of the corrective process
• Must score consistently above 90% on monitoring
• Must have no less than 60 days of TP tenure.
Benefits:
• TP offers benefits to you and your family.
• Comprehensive health benefits, which may include medical, vision, and dental.
• Employment Assistance Programs.
• Health and personal time off (HPT).
• Leave programs as eligible.
• 401(K) plans.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• FSA plans.
• Retailer discounts.
• Culture of inclusion and diversity.