Responsible for providing administrative and analytical support of the internal quality monitoring process. The analyst will coordinate and conduct quality assurance monitoring and audits, hold feedback sessions with agents and call center management and assist with development and maintenance of the Quality Process and Procedural Manual. The analyst will also coordinate efforts with call center training to ensure the QC program is in line with training expecation and instruction.

 
1. Assumes responsibility for effectively overseeing the quality assurance for the Customer Care Center functions.

• Monitor calls and conduct quality assurance audits as necessary holding monthly QM reviews with employees and management.
• Assist with the updating of SOPs, work instructions, checklists and various other documents under Qualitymanagement and document control
• Managing and coordinating project deliverables, timelines and project assignments to ensure timely completion of assignments.
• Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans.
• Assist with the calibration of quality monitoring results.
• Facilitate periodic calibration sessions with the call center and other areas of operations to ensure consistency in the evaluation process.
• Assist with the administration, collection, and analysis of customer-based surveys, including training of proper telephone survey methods, and tabulation and reporting of their results.
• Assist management with the administrative functions and coordinating Quality Recognition Programs, councils, and focus groups.
• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary.
• Assures Call Center support systems are functioning adequately and communicates when there are abnormalities in performance.

2. Assumes responsibility for establishing and maintaining professional business relations with customers and trade contacts.

• Requests and questions are promptly resolved.
• Monitors service delivery and ensures excellence in service levels.
• Ensures deadlines are met.
• Ability to interact with system techincal staff to address issues, suggest improvements, or validate changes.
• Promotes goodwill and a positive image of the Company.

3. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and management.

• Assists and supports related departments as required.
• Keeps management informed of area activities and of any significant concerns.
• Completes reports, records, and other documentation as required.

4. Assumes responsibility for related duties as required or assigned.

• Ensures work area is clean, secure, and well maintained.
• Attends and participates in meetings.
• Completes special projects as assigned.

QUALIFICATIONS
Education/Certification: Bachelor’s degree in Business, Statistics, Mathematics, or related degree; or equivalent combination of experience and/or education. Additional computer and customer service training preferred.

 

Experience Required: Minimum of 3 years’ experience in a Customer Service Center with quality control experience preferred.

Required Knowledge: Strong understanding of customer service principles. Coaching and counseling skills are essential to the role.

Skills/Abilities:

• Superb communications skills, both verbal and written.
• Verifiable and proven track record of success.
• Extensive customer service skills with the proven ability to resolve customer service issues.
• Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem solving skills.
• Leadership -- The ability to lead by displaying outstanding phone skills and a commitment and passion in creating customer amazement.
• Train -- The ability to conduct daily training and coaching sessions with your team.
• The ability to meet or exceed all department Key Performance Indicators that measure overall performance.
• Advanced computer knowledge & skills including Microsoft Office and efficient typing and writing skills.
• Strong organizational expertise and an attention to detail.
• Must be able to work flexible hours and days, including some weekends

WORKING CONDITIONS

• None: No hazardous or significantly unpleasant conditions. (Such as in a typical office.)

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
• Physical Strength:Sedentary work; sitting most of the time. Exerts up to 10 lbs. Of force occasionally. (Almost all office jobs.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Reasoning ability: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions.
• Mathematics ability: Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.
• Language ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct punctuation (or sign equivalent), and variation in word order using present, perfect, and future tenses. Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.

SPECIAL REQUIREMENTS:
This position is designated as essential and, as such, all duties associated with the job are required during emergency situations which may include but not limited to inclement weather, disaster response, and emergency operations. The position location is subject to change according to the needs of the organization.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel so classified. Duties and responsibilities may be added or changed as deemed appropriate by management at any time.

Elizabeth River Crossings OpCo, LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, sex (gender), age, national origin, ancestry, citizenship, physical or mental disability, military or veteran status, medical condition, genetic information, sexual orientation or any other category protected by federal, state or local laws.