Quality Assurance Executive
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Key skills for this role
About the Role
Conduct quality assurance monitoring, provide training, support team goals, and maintain professional standards while ensuring customer satisfaction and safety.
Key Skills for This Role
Responsibilities
- Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates
- Provide consistency of quality assurance process through consultation with analysts and department leadership
- Recognize customer needs quickly to determine if Customer Care associates respond to guest needs accurately, courteously, and professionally
- Deliver and implement department training and quality assurance initiatives based on management direction
- Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives
- Serve as subject matter expert and participate in the development of associate training and review material for systems, service skills, and department procedures
- Report accidents, injuries, and unsafe work conditions to manager
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
- Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Speak with others using clear and professional language; answer telephones using appropriate etiquette
- Develop and maintain positive working relationships with others; support team to reach common goals
- Comply with quality assurance expectations and standards; read and visually verify information; stand, sit, or walk for extended periods; move, lift, carry, push, pull, and place objects weighing up to 10 pounds
Requirements
- Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates
- Provide consistency of quality assurance process through consultation with analysts and department leadership
- Recognize customer needs quickly to determine if Customer Care associates respond to guest needs accurately, courteously, and professionally
- Deliver and implement department training and quality assurance initiatives based on management direction
- Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives
- Serve as subject matter expert and participate in the development of associate training and review material
- Report accidents, injuries, and unsafe work conditions to manager
- Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets
- Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs
- Speak with others using clear and professional language; answer telephones using appropriate etiquette
- Develop and maintain positive working relationships with others; support team to reach common goals
- Comply with quality assurance expectations and standards
Full Job Posting
POSITION SUMMARY
- Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates.
- Provide consistency of quality assurance process through consultation with analysts and department leadership.
- Recognize customer needs quickly to determine if Customer Care associates respond to guest needs in an accurate, courteous, and professional manner.
- Deliver and implement department training and quality assurance initiatives, based upon the direction of management.
- Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives.
- Serve as subject matter expert and participate in the development of associate training and review material for systems, service skills, and department procedures.
- Report accidents, injuries, and unsafe work conditions to manager.
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
- Welcome and acknowledge all guests according to company standards, anticipate and address guests service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
- Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others, and support team to reach common goals.
- Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without as
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