Customer Care Quality Analysis Agent

Are you interested in becoming Ace helpful?

Ace has been named a Top Workplace in Chicago & we're looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. We're focused on the future, looking for new & better ways to compete in today's marketplace. At Ace, we like to say that we have a soft heart, a steel spine — & we like to win. People are the foundation of what makes Ace great, & we're always looking for ways to improve the employment experience for Ace team members. What we can promise you is that you will gain a sense of accountability & ownership by working hard to build Ace's continued success, & your own. You'll enjoy a competitive, fast-paced and friendly work environment. And, you'll take pride in serving our Ace retail stores & their customers in neighborhoods across the country and around the world.

The Job

The Customer Care Quality Analysis Agent position supports Supervisors by conducting a pre-determined number of quality checks on call and email interactions for each agent each month. The position is responsible for documenting each quality check and offer suggestions on coaching opportunities. In addition, this position will assist the Customer Care Team by suggesting updates of knowledge articles based on the frequency of reoccurring business issues observed during monitoring. Based on business need, this position will be required to handle customer calls & emails each week in order to stay current on processes and procedures.

What you'll do

• Monitor and score interactions on a daily basis by Customer Care position(s) across all Service areas including phone calls, e-mail and hard mail correspondence. Ensures consistent delivery of quality service interactions.
• Compile and deliver in a timely manner, clear and concise summaries of all quality audits by documenting issues. Conducts a minimum of 8 quality call and/or email monitors for each Customer Care position(s) assigned each month.
• Communicates regularly with Supervisors on QA results and highlights call improvement opportunities for their teams.
• Stay current with all process and procedure changes in departments serviced by Customer Care.
• Works with Customer Care SME's to add or update knowledge articles based on topics that are observed during QA monitoring.
• Handles Customer Care calls or emails as required during peak demand times.
• Clearly explain incident resolutions, service updates, instructions or scheduling changes to end users. This is accomplished by having a good overall knowledge of the programs, applications, systems and services supported. Participates in cross training through learning new procedures and training junior team members.

What you need to succeed

• Two years of customer service experience or a combination of customer service and quality analysis experience.
• Excellent interpersonal, oral, writing, listening and analytical skills.
• Ability to understand basic functions and work processes, policies and procedures.
• Ability to work with a diverse employee base, a basic understanding of quality processes and functioning independently.
• Ability to make decisions and exercise good judgment in a changing environment.
• Working knowledge of multiple business software packages (MS Office Suite, MS Outlook, etc.).
• Working knowledge of call recording equipment, i.e. Uptivity, Nice etc. a plus.
• A self-starter able to succeed without intensive management oversight and able to work in high pressure, monthly deadline driven environment.

What's in it for you?

At Ace we are looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. People are the foundation of what makes Ace great and we believe getting the support you need to shape your life today, while planning for tomorrow, is important to bringing your best self to work. We offer highly competitive benefits that address life's necessities, many of which have been expanded and improved in 2017. Some of these include comprehensive health coverage & life benefits, 401(k) retirement savings plan with generous company contributions, generous vacation allocation immediately upon start, and more.

We want to hear from you!
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.

Equal Opportunity Employer
Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws.