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Quality Assurance Analyst - Call Center

Irving, TX 75063

Posted: 11/13/2018 Employment Type: TempToFT Specialties: Engineering Job Number: 92580 Pay Rate: $22.00/hour

Come work for the world s best LUXURY retailer in their Irving Contact Center!!!

Great work environment! Awesome earning potential!

CornerStone Staffing is currently hiring for the following position:

Job Title : Quality Assurance Analyst - Call Center

Pay: 21-22/hr.

Schedule: Hours: need be flexible are 8am to 12am (Monday to Friday) and 9am to 12am (Saturday) and 10am to 11pm (Sunday) - must be flexible with your schedule

Location: Irving, Texas

Job Details:

The primary responsibility of the Quality Assurance Analyst is to monitor inbound calls to ensure Client Advisor s are providing world-class customer service to our clients.

Main Responsibilities

Order & Risk Management

Monitor calls taken by the Client Advisor by way of live or back-end monitoring.

Verify call quality by measuring product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and a courteous close of call.

Provide feedback to the Client Advisor after completion of a phone call is monitored by way of e-mail or coaching in the moment.

Provide feedback to Team Managers and Leaders as requested.

Coordinate and facilitate call calibration sessions for call center staff.

Monitor customer care email responses and correspondence.

Assists with trend/error analysis and development of recommendations for management to support, initiatives including process/procedure improvements and identifying training gaps.

Identify opportunities for learning and knowledge, makes recommendations, and supports development of solutions to address performance gaps.

Prepares and analyzes internal and external quality reports for management staff review.

Supports the design of additional training and/or job aids by providing specific situations and issues encountered, to be used as situational learning examples.

Perform other duties as assigned.

Skills:

Minimum two (2) year s experience in a call center environment

Heavy focus on customer satisfaction and quality

Must be proficient in Microsoft Office

Excellent verbal and written communications skills, heightened listening and analytical skills.

Ability to work autonomously, detail-oriented, able to multi task and successfully operate in a fast-paced team environment

Strong time management skills

Ability to multi-task and successfully operate in a fast-paced, team environment

Minimum two (2) year s experience in a call center environment

Heavy focus on customer satisfaction and quality

Must be proficient in Microsoft Office

Excellent verbal and written communications skills, heightened listening and analytical skills.

Ability to work autonomously, detail-oriented, able to multi task and successfully operate in a fast-paced team environment

Strong time management skills

Ability to multi-task and successfully operate in a fast-paced, team environment

Attention to detail

Benefits once hired;

  • Store discount

  • Vacation time

  • Health coverage

  • Retirement plan

  • Opportunity for growth and advancement

WANT THE FASTEST RESPONSE FROM US?

Come to the Las Colinas office to interview with a recruiter Monday - Friday between 9am -11am :

Our office is located at:
5525 North MacArthur Ste. 15, Irving, Texas 75038

Application Process Includes:

  • Background check

  • In Person Interview with CornerStone

  • Clerical Assessments Completed

  • Drug testing

  • Two professional references verified

To Apply for this Job:

Click the Apply Online button at the top of this page, then:

  • If you are currently registered with CornerStone Staffing, click the I have a username and password and want to log in button to add yourself as a candidate to this job.

  • If your are NOT currently registered with CornerStone Staffing, click the I need to register button to complete the application.

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