.
The Quality Specialist is responsible for monitoring and evaluating. This includes monitoring interactions with customers, coaching (if applicable for program), and tracking the measurable delivery of quality service and care to ensure client and program standards are maintained or exceeded. Also, supporting Academy Bay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned, while also maintaining an expected level of calibration with regards to production.
Responsibilities
- Promote teamwork and help develop a program culture within the department and throughout the program that is founded upon exceptional customer service
- Actively work towards QA Department goals and implementation of processes
- Participate in calibration sessions and meetings with Training and Operations
- Prepare performance evaluations of the Representatives and interactions with customers to help the employees get a better sense of their strengths and opportunities for development
- Evaluate performance in accordance with standards and with the intent of helping our representatives
- Suggest improvements to improve the customer experience
- Monitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta standards
- Conduct 1-1 coaching sessions with representatives to deliver feedback, if applicable
- Complete special projects and developmental opportunities for assigned programs
- Participate in any Operational re-current training and departmental meetings to stay abreast of changes within the program
- Quality Specialist will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:
- o Contact Handling Time
- o Subject Matter Expert duties (Operational and Training)
- o Re-current Training Facilitator
- o Special Assignments as assigned
- Provide suggestions and recommendations for processes as needed
- Assist with the implementation of process changes
- Actively involved in own professional development, making suggestions and completing developmental opportunities as assigned
Education
- High School Diploma or equivalent required. Associate degree preferred.
Experience
- Minimum 1-year experience of public relations, public affairs, sales, marketing, or customer service experience.
- 1 year of work within the automotive industry is preferred
- Quality assurance experience preferred
Skills
- Data entry and proofreading skills required
- Time management skills
- Oral, written and interpersonal communication skills
- Problem-solving skills
- Working knowledge of Microsoft applications (Windows, Outlook Word, Excel and PowerPoint)
- Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis
- Ability to interact effectively with all levels of employees and management
- Proven ability to perform in a fast-paced environment
- Execution in quality actions and strategies
- Maintain a positive work environment that fosters team performance and supports the culture and values of the organization
What You Can Expect
- Monthly salary 18,931
- Annual Vacations (16 days)
- 25% vacation bonus 1st year , 50% 2nd year
- Christmas Bonus 15 days.
- Groceries Card
- Restaurant Card after 90 days in the company.
- Saving Fund 13%
- Life insurance
- Medical Insurance
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:Culture of Service – to be treated like you are the customer from day oneTeamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value of your contributionsRespect– a team that is accountable, dependable, and gives you their full attentionProactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – be a part of our growing diverse and community-minded organization that is all about having funCompetitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness
