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QA Representative, Customer Service
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Liberty Lake, WA Liberty Lake, Washington |
About this job
Business Unit:
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Position Highlights: Quality Assurance (QA) Representative, Customer Service
The Quality Assurance team monitors the overall quality of customer interactions and seeks to increase external customer satisfaction through improved performance of call center representatives.& The QA Representative will review customer interactions from a behavioral, customer experience, and business process perspective to provide actionable coaching insights to call center leadership.& The QA Representative will support quality calibrations, identification of business insights, quality introductions in new hire training, and ongoing quality program management for existing call center representatives.
&
Position Qualifications
* Previous quality assurance/call monitoring and/or frontline customer service, sales/telemarketing, retention, collections, billing, or troubleshooting/repair experience preferred.
* Previous experience within the telecommunications or wireless industry a plus!
* Some college or equivalent experience preferred.
&
Core Responsibilities
* Evaluates inbound, outbound and chat/text interactions within call center(s) to provide insights and feedback on customer experience behaviors and business process.
* Practices consistent interpretation and feedback of the national quality program.
* Utilizes tools, network, and communications to stay current on business changes, process enhancements, tool launches/ updates which are necessary to complete evaluation of customer interactions.
* Capable of working in a national, virtual team identifying tools, best practices and management techniques to maximize communication and team effectiveness.
* Has a strong ability to self-manage/ work independently.
* Works well as a team player shifting schedules/ hours/ priorities to support business needs.
* Displays a motivation to learn and grow in the role. Responsible for personal development, identification of skill gaps, building and implementing a plan in partnership with direct leader.
* Displays consistent and punctual attendance with flexibility to work a variable schedule including nights, weekends and overtime as necessary.
* Proactively identifies and interprets trends and escalates opportunities appropriately.
* Possesses strong written/ verbal communication and is comfortable presenting to small and large groups.
* Reinforces the importance of the national quality program as part of the company's larger strategic focus on customer experience.
* Leverages quality guidelines, calibration sessions, and partnership with Call Center leadership to create and sustain feedback loops that drive improved agent performance.
* Supports development and communication of written/verbal reports highlighting quality assurance opportunities, trends, and feedback.
* Proficiency with Microsoft Office products including but not limited to PowerPoint, Word, Excel, etc.
* Other duties and responsibilities as assigned.
&
Employee Benefits & Perks
In return for outstanding performance, Comcast employees receive competitive compensation and the following:
* Medical/dental/vision/disability/life benefits
* Tuition/educational reimbursement
* 401(k) with generous company match
* Paid time off (company holidays, vacation, flex time and floating holidays)
* Free premium cable and high-speed internet services and deeply discounted phone and home security services (available to employees who live in a Comcast service area).
&
Job Specification
* High School Diploma or equivalent required.
* Generally requires 2-5 years of related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Position Highlights: Quality Assurance (QA) Representative, Customer Service
The Quality Assurance team monitors the overall quality of customer interactions and seeks to increase external customer satisfaction through improved performance of call center representatives.& The QA Representative will review customer interactions from a behavioral, customer experience, and business process perspective to provide actionable coaching insights to call center leadership.& The QA Representative will support quality calibrations, identification of business insights, quality introductions in new hire training, and ongoing quality program management for existing call center representatives.
&
Position Qualifications
* Previous quality assurance/call monitoring and/or frontline customer service, sales/telemarketing, retention, collections, billing, or troubleshooting/repair experience preferred.
* Previous experience within the telecommunications or wireless industry a plus!
* Some college or equivalent experience preferred.
&
Core Responsibilities
* Evaluates inbound, outbound and chat/text interactions within call center(s) to provide insights and feedback on customer experience behaviors and business process.
* Practices consistent interpretation and feedback of the national quality program.
* Utilizes tools, network, and communications to stay current on business changes, process enhancements, tool launches/ updates which are necessary to complete evaluation of customer interactions.
* Capable of working in a national, virtual team identifying tools, best practices and management techniques to maximize communication and team effectiveness.
* Has a strong ability to self-manage/ work independently.
* Works well as a team player shifting schedules/ hours/ priorities to support business needs.
* Displays a motivation to learn and grow in the role. Responsible for personal development, identification of skill gaps, building and implementing a plan in partnership with direct leader.
* Displays consistent and punctual attendance with flexibility to work a variable schedule including nights, weekends and overtime as necessary.
* Proactively identifies and interprets trends and escalates opportunities appropriately.
* Possesses strong written/ verbal communication and is comfortable presenting to small and large groups.
* Reinforces the importance of the national quality program as part of the company's larger strategic focus on customer experience.
* Leverages quality guidelines, calibration sessions, and partnership with Call Center leadership to create and sustain feedback loops that drive improved agent performance.
* Supports development and communication of written/verbal reports highlighting quality assurance opportunities, trends, and feedback.
* Proficiency with Microsoft Office products including but not limited to PowerPoint, Word, Excel, etc.
* Other duties and responsibilities as assigned.
&
Employee Benefits & Perks
In return for outstanding performance, Comcast employees receive competitive compensation and the following:
* Medical/dental/vision/disability/life benefits
* Tuition/educational reimbursement
* 401(k) with generous company match
* Paid time off (company holidays, vacation, flex time and floating holidays)
* Free premium cable and high-speed internet services and deeply discounted phone and home security services (available to employees who live in a Comcast service area).
&
Job Specification
* High School Diploma or equivalent required.
* Generally requires 2-5 years of related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer