Job Summary
The Quality Assurance Agent is responsible for monitoring customer service agents’ conversations for quality assurance.
Essential Job Functions
• Utilize in-dept customer service knowledge and established guidelines to monitor call handling and email handling of Customer Service Agents.
• Act as resource within Customer Service to provide technical expertise, mentor others and provide regular Q&A sessions for agents.
• Analyze functional area and/or team performance and recommend appropriate action plans for continual service delivery improvements.
• Assist with the development and implementation of Quality programs to insure uninterrupted site operation.
• Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Minimum Requirements
• Bachelor of Science degree or equivalent experience
• 2+ years of customer service experience
Abilities Required
• Strong written and oral communications skills
• Ability to be flexible and prioritize activities
• Ability to manage multiple tasks in a fast-paced environment.
• Must be self-directed and effective working independently.
• Must have strong computer skills, including MS Word and Outlook.
Physical Demands
• Sitting for extended periods is common.
• Regular use of the telephone and company e-mail for company communication is essential.
• Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers and FAX machines.
• No heavy lifting is expected.
Work Environment
• Job is performed indoors in a traditional office setting.
• Activities include extensive work at a computer monitor
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Job Type: Full-time
Experience: customer service: 2 years (Required)
Education: Bachelor
Language: Bilingual Preferred
Location: Changsha