Quality Representative
Location: Greensboro North Carolina
Description: APAC Customer Services is employing Quality Representative right now, this job will be placed in North Carolina. Further informations about this job opportunity kindly read the description below. APAC Customer Services, Inc., an EGS Company, is a leading provider of customer interaction solutions for market leaders in communications, financial services, insurance, healthcare, logistics a! nd travel and hospitality. APAC partners with its clients to deliver custom solutions that enhance bottom line performance. Founded in 1973 the company employs a diverse global workforce in several customer interaction centers worldwide.
Principal Responsibilities
Monitor customer interactions and/or complete side-by-side monitoring to gather insight on services provided and effectiveness of individual Operations Team and complete evaluation documentation.
Deliver feedback on collection practices, customer experience, and/or regulatory adherence to management to provide specific results.
Provide coaching to Collection Team or Customer Service Team to proactively manage quality standards and compliance.
Participate in calibration sessions with Clients to ensure the respect and maintenance of quality standards.
Maintain logs and analyze trends as necessary to determine areas of opportunity.
Follow-up continually t! o ensure issues are addressed to management and Client satisfa! ction.
Ensure compliance with policies and procedures and coach Collection Team and/or Customer Service Team as necessary.
Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations.
Knowledge, understanding, and compliance with APAC policies and procedures.
Maintain knowledge of functional area and company policies and procedures.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Perform other duties as assigned by management.
Qualifications
High School Diploma or General Educational Development (GED) certificate or equivalent relevant work experience desired.
Previous quality assurance and/or call center monitoring experience preferred.
Ability to direct and motivate others.
Ability to maintain the highest level of confidentiality! .
Proficient personal computer skills including Microsoft Office.
Excellent interpersonal, written, and oral communication skills.
Ability to work in a team fostered environment.
Ability to work in a multi-tasked environment.
Ability to prioritize and organize work.
Ability to adapt to a flexible schedule.
Work Environment
Office environment.
Ability to lift and/or move 20 pounds with or without accommodation.
We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws.
Job
Call Center Quality Assurance
Primary Location
UNITED STATES-NC-Greensboro
Work Locations
Greensboro, NC
4336 Federal Drive
Greensboro!
27410
Employee Status
Regular
Sche! dule
Full-time
Job Level
Entry Level
Shift
Day Job
Education Level
High School Diploma/GED/CXC (±11 years)
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to APAC Customer Services.
If you interested on this job just click on the Apply button, you will be redirected to the official website
This job starts available on: Thu, 11 Apr 2013 19:12:45 GMT