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Call Center QA Specialist
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | 111 Westwood Place Suite 200 Brentwood, Tennessee |
About this job
Full-Time
Brookdale Senior Living - 111 Westwood Place Brentwood, TN 37027
Job #: CCQAbreTN471401
Brookdale. Bringing new life to senior living.
Job Summary:
Ensures quality service and compliance with contact center procedures for correct contact handling. Monitors customer interactions, provides feedback and trend data to supervisors and advisors, and provides information for process improvement. The QA Specialist ensures that the advisors and contact center teams are customer focused, sales driven and that all interactions with customers, external and internal, represent Brookdale"s standards.
Your responsibilities:
* Review, evaluate and score telephone, email and chat interactions based upon predetermined service criteria
* Complete evaluation scoring forms and documentation
* Provide comments on forms and scorecards where necessary to ensure accurate feedback
* Monitor and report advisor and contact center performance using appropriate contact center performance management technologies and tools
* Coordinate and facilitate regular scoring calibration sessions to assure accuracy of scoring results
* Develop and maintain performance data and reporting, as necessary
* Provide timely feedback and coaching to advisors on good performance and opportunities for improvement
* Participate in the design and maintenance of evaluation criteria, forms and systems
* Monitor the effectiveness of training and provide feedback to management
* Provide ongoing feedback for regular process improvement and opportunities
Required skills and qualifications:
* High School Diploma or General Education Degree (GED) required
* Minimum two years experience in a contact center environment; or equivalent combination of education and experience
* Previous knowledge and experience with contact center technology, including workforce management, quality monitoring, and ACD routing and reporting systems preferred
* Knowledgeable in Microsoft Office (Excel, Word, etc.)
If you"re a Brookdale associate, please consider referring someone through the Good People Program!
Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.
Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.
Brookdale Senior Living - 111 Westwood Place Brentwood, TN 37027
Job #: CCQAbreTN471401
Brookdale. Bringing new life to senior living.
Job Summary:
Ensures quality service and compliance with contact center procedures for correct contact handling. Monitors customer interactions, provides feedback and trend data to supervisors and advisors, and provides information for process improvement. The QA Specialist ensures that the advisors and contact center teams are customer focused, sales driven and that all interactions with customers, external and internal, represent Brookdale"s standards.
Your responsibilities:
* Review, evaluate and score telephone, email and chat interactions based upon predetermined service criteria
* Complete evaluation scoring forms and documentation
* Provide comments on forms and scorecards where necessary to ensure accurate feedback
* Monitor and report advisor and contact center performance using appropriate contact center performance management technologies and tools
* Coordinate and facilitate regular scoring calibration sessions to assure accuracy of scoring results
* Develop and maintain performance data and reporting, as necessary
* Provide timely feedback and coaching to advisors on good performance and opportunities for improvement
* Participate in the design and maintenance of evaluation criteria, forms and systems
* Monitor the effectiveness of training and provide feedback to management
* Provide ongoing feedback for regular process improvement and opportunities
Required skills and qualifications:
* High School Diploma or General Education Degree (GED) required
* Minimum two years experience in a contact center environment; or equivalent combination of education and experience
* Previous knowledge and experience with contact center technology, including workforce management, quality monitoring, and ACD routing and reporting systems preferred
* Knowledgeable in Microsoft Office (Excel, Word, etc.)
If you"re a Brookdale associate, please consider referring someone through the Good People Program!
Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.
Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.