Available Positions

(updated Oct 05, 2018)

Job Title:

Quality Lead, Support Center (Full Time)

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Location: Syosset, New York

Date Posted: 10/05/2018

Customer service has become much more than just talking to someone over the phone. It requires a commitment to developing personalized connections to customers across a myriad of platforms. National Consumer Panel is searching for a Quality Lead who not only demonstrates this, but can pass their expertise on to other representatives in our support center.

As our new Quality Lead, you will provide day to day QA related guidance and oversight to our Contact Center team. Responsible for supporting the delivery of quality measurements, working with management to help improve the panelist experience, and owning process improvements that impact QA.

 

Responsibilities include:

Monitoring interactions with panel members (via tickets) across each support channel – phone, email, social media, and chat – for adherence to standards, quality of communication, and accuracy of information provided for problem resolution.

Completing representatives’ quality monitoring forms and delivers coaching feedback promptly.

Monitoring daily team performance and individual staff metrics.

Creating plans to address development opportunities.

Immediately addressing and coaching unprofessional or non-constructive behavior situations that occur.

Developing a positive team relationship by being supportive, visible and easily accessible on work floor.

Creating & modifying the evaluation process to ensure appropriate capture of key points for an unparalleled customer experience.

 

For more details, visit Indeed.com