QC Phone Specialist


San Diego, CA

What you'll be doing

Monitors inbound customer telephone calls and transactions to ensure the customer service representatives are providing high quality customer service and utilizing proper telephone, work order and troubleshooting procedures, as well as effective sales techniques. Reviews work orders input by the customer service representatives during call monitoring, to ensure accuracy of information and proper utilization and input of codes into the CSG system. Meets with customer service representatives individually to discuss their call monitoring results. Provides constructive feedback based upon information obtained during call monitoring and work order review. Provides CSRs with training in order to assist them with improved job performance. Assists training department in reviewing monitoring / quality process with new hire classes. Provides feedback to the department trainer and management when a trend of errors is identified through call monitoring and transaction review. Creates and maintains various reports in order to document call monitoring and work order review results and to provide customer service supervisors with feedback on the performance of their employees. Assists management in developing and implementing quality and/or customer satisfaction initiatives and maintains reporting to document results.

What your background should be

Possess a minimum three years of customer service experience and a successful record of accomplishment of strong customer service skills and accuracy in completing work orders. Current usage of the system on a daily basis is preferred. Ability to monitor calls and quickly identify problem areas related to CSR performance. Must possess excellent verbal, written and interpersonal communication skills and the ability to provide feedback to CSR's regarding their quality of service and accuracy of billing work orders. Must effectively communicate recommendations for performance improvement and provide effective on the spot training to CSR's. Ability to monitor, coach and motivate CSR's to strive to provide excellent customer service. Ability to understand, assess and coach technical issues.

Required Schooling / Training

Not specified

Who is the client company

This is an American cable telecommunications company.
If you are interested in this position, send your resume to apply@kochdavis.com